Customer Experience as a Service

Drive relevant, coordinated, consistent, and personalized customer experiences informed by analytics, across all interactions in Sales, Marketing, and Services.

CXaaS for specific Customer Experience needs

Mastech InfoTrellis, through AmberLeaf, has spent years working with clients across most industries to define, refine, and build relationship-based models by using customer data and insights having executed on more than 1900 customer experience projects. Clients can leverage this expertise directly by partnering with Mastech InfoTrellis through a well-designed Customer Experience as a Service (CXaaS) offering tailored to their specific needs.

With CXaaS, organizations can switch their focus from running CX solutions to checking things that might go wrong, monitor for behaviors that they weren’t aware of, and develop deep insights into the health of the customer base, detecting early signs of customer issues. Organization behaviors shift to an outside-in perspective. Turning all customer data into actionable strategies becomes ingrained within the policies and procedures of successful operations.

Improve the experience across all touchpoints

Customer touch-points across multi-channel end-to-end customer journey

At the heart of the Mastech InfoTrellis CXaaS is the management of a clients’ Sales, Marketing, Customer Service, and information applications to optimize customer interactions and meet customer expectations. CXaaS takes a holistic view across all customer-facing applications, and together with Advanced Analytics, provides critical customer insights that allow clients to focus on actions that drive specific desired outcomes. CXaaS may include a CX Center of Excellence (CX CoE), with dedicated Mastech InfoTrellis personnel embedded within the client’s organization to drive Customer Experience Excellence.

A value driven CX framework to drive Customer Experience excellence across enterprises

Manage CX strategy, policy, technology, data

CXaaS for Marketing

CXaaS for Marketing involves campaign strategy, branding alignment strategy, and digital CX strategy. The technology aspect of this service covers campaign development, cross channel marketing, and mobility. The Service also covers policies and connected data for omnichannel services.

CXaaS for Sales

CXaaS for Sales strategy covers sales analysis, territory review, pricing optimization. Policies cover process optimization, pipeline analysis, and forecasting. Technology aspects take care of sales lead management, territory planning, and commissions. The Service also covers marketing, service, and back-office connected data activities for sales.

CXaaS for Service

CXaaS for Service includes strategy, which takes care of channel preference, channel transition, and journey mapping. The technology aspect under this covers omnichannel engagement, contact center engagement, and knowledge management. The Service also takes care of policies and connected data aspects.

CXaaS for CX Analytics

CX Analytics is at the heart of CXaaS, whether it is in the Strategy, Governance, Technology, and Connected Data Architecture for specific services.

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