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 more than 2000 customer experience management projects. With Customer Experience as a Service, organizations can switch their focus from running Customer Experience 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 MastechInfoTrellisCustomer Experience as a Service 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 Customer Experience 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

Involves campaign strategy, branding alignment strategy, and digital CX strategy along with campaign development, cross channel marketing, and mobility.

CXaaS for Sales

Covers sales analysis, territory review, pricing optimization. Policies cover process optimization, pipeline analysis, and forecasting along with sales lead management, territory planning, and commissions.

CXaaS for Service

Takes care of channel preference, channel transition, and customer journey mapping along with omnichannel engagement, contact center engagement, and knowledge management.

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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