TDCX’s latest initiative will help clients stay
at the forefront of AI technology
TDCX, (NYSE: TDCX), an award-winning digital customer experience
(CX) solutions provider for technology and blue-chip companies,
today announced the launch of its artificial intelligence (AI)
consulting arm, TDCX AI. Through the specialized division, TDCX
aims to leverage the power of AI to analyze big data, generate
insights, and unlock opportunities for stronger predictive
capabilities and process improvements in the area of CX.
Mr. Laurent Junique, Chief Executive Officer and Founder, TDCX,
said, “Many companies face the challenge of managing large and
complex datasets in today’s data-driven world. Within those data
lies valuable patterns, trends, and correlations between customer
preferences and buyer behaviors that are waiting to be tapped.
Through our latest initiative, TDCX AI, we will collaborate even
more closely with our clients to extract actionable insights to
optimize operations and enhance decision-making processes with
accuracy and speed. These efforts will help us design the next
iteration of digitally enabled customer interactions.”
TDCX AI, led by Mr. Ben Sun, SVP, TDCX, brings together TDCX’s
expertise in leveraging AI in CX applications. Mr. Sun brings more
than 20 years of experience in AI strategy, CX digital
transformation, corporate venture building, innovation, and CX
organization design.
He will work with a team of 50 specialists with expertise in AI,
machine learning, AI automation, and advanced business analytics.
The team has a track record of successfully implementing AI
solutions that have a specific CX application and generating
actionable insights for diverse clients. Examples of such
experience include accelerating speed to proficiency in customer
service, AI-driven training development, generative data
augmentation, and intelligent performance management.
Hyper-personalized customer experiences
One area of focus for TDCX AI is the leveraging of generative AI
to deliver hyper-personalized CX. Through comprehensive analysis of
customer data, the TDCX AI team can help clients identify
preferences, habits, and behaviors, thereby enabling the creation
of tailored CX journeys and targeted marketing strategies. Such
levels of personalization will in turn drive customer loyalty and
revenue growth.
Mr. Sun said, “An example of how generative AI can be used to
create hyper-personalized experiences is the better matching of
customer service representatives to customers. Use cases include
routing calls to representatives that have either served the
customer well before and thus, already have an idea of the
customer’s preferences or routing high churn-risk customers to
representatives who are highly skilled at retention.”
To help clients explore the possibilities of integrating
generative AI in their CX delivery model, TDCX AI has developed an
AI Maturity Program. The program takes a structured approach to
assessing a client’s capabilities across multiple areas, including
leadership and vision, proficiency in AI, CX organization
structure, process maturity, technical infrastructure, and data
security and privacy, to name a few. The client will then be
provided an analysis of where they stand against industry best
practices to understand the areas of opportunity for AI. The
process also involves active engagement of the client’s senior
leaders to ensure that there is effective AI deployment.
Mr. Sun said, “While AI offers our industry many possibilities,
it is important for key decision makers and their teams to
determine the role that generative AI plays in their business and
their readiness before starting on their journey. With our years of
experience in delivering exceptional CX and expertise in deploying
AI for CX applications, the TDCX AI team can play a key role in
orchestrating that process for clients.”
Enhancing productivity and the employee experience
Generative AI will also be used to enhance productivity among
TDCX’s employees and to free them up to focus on more rewarding and
fulfilling work.
The TDCX AI team will collaborate with internal stakeholders to
develop AI-driven tools and platforms that expedite access to
relevant information. This will help employees to find information
more quickly and support their problem-solving process.
By combining human intelligence and AI, TDCX’s employees will be
able to retrieve critical data, perform comprehensive analyses, and
make informed decisions swiftly and accurately. This will in turn
lead to faster response times and better one-time resolution for
customers.
Mr. Junique said, “The integration of generative AI in the CX
industry has the potential to not only transform the customer
experience but also create better job opportunities for humans. By
leveraging AI technologies to automate repetitive tasks and
streamline processes, we empower our employees to focus on more
meaningful and complex interactions with customers. This shift
enables our team of talented CX professionals to utilize their
unique skills, empathy, and problem-solving abilities, which
ultimately deliver higher value to our clients.
“Our commitment to combining the power of generative AI with
human expertise ensures that our employees thrive in a dynamic and
rewarding work environment, fostering professional growth and job
satisfaction.”
About TDCX
Singapore-headquartered TDCX provides transformative digital CX
solutions, enabling world-leading and disruptive brands to acquire
new customers, to build customer loyalty, and to protect their
online communities.
TDCX helps clients achieve their customer experience aspirations
by harnessing technology, human intelligence, and its global
footprint. It serves clients in fintech, gaming, technology, home
sharing and travel, digital advertising, and social media,
streaming and e-commerce. TDCX’s expertise and strong footprint in
Asia has made it a trusted partner for clients, particularly
high-growth, new economy companies, looking to tap the region’s
growth potential.
TDCX’s commitment to delivering positive outcomes for our
clients extends to its role as a responsible corporate citizen. Its
Corporate Social Responsibility program focuses on positively
transforming the lives of its people, its communities and the
environment.
TDCX employs more than 17,800 employees across 28 campuses
globally, specifically Singapore, Malaysia, Thailand, Philippines,
Mainland China, Hong Kong, South Korea, Japan, India, Romania,
Spain, Colombia and Türkiye. For more information, please visit
www.tdcx.com.
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