Announces the Global Launch of “CXe”, Sonata’s Exclusive Integrated CX Management Solutions Developed for the New Normal
Sonata Software, a global IT services and technology solutions company, today announced its plans to explore the Customer Experience (CX) market to drive growth with the launch of “CXe”, its enhanced and unique integrated CX management solutions developed using the “Platformation” approach, Sonata’s highly acclaimed digital transformation framework. “CXe” is an attractive offer from Sonata created for customers worldwide who are looking for complete and holistic CX solutions in the new post-pandemic normal.
The global impact of the pandemic has been unprecedented, with the CX market as it tests a major recovery in all regions. According to a study by Fortune Business Insights, it is estimated that the market will grow from US $ 9.26 billion in 2020 to US $ 21.86 billion in 2027 at a compound annual growth rate of 13.0% in the period 2020 to 2027.
In March 2020, Sonata acquired Melbourne- based GBW, a pioneer in the CX domain with 30 years of experience in providing CX improvements to famous brands around the world. “CXe” is a combined result of GBW’s CX management tools with the knowledge provided by Sonata’s own Platformation methodology to drive digital transformation and deep knowledge in aligned technologies, such as customer engagement, data and analysis.
Despite the evolution of customer habits after the pandemic, the fundamentals to ensure an optimal CX remain the same. Listen carefully to your customer and act on feedback. A well thought out CX program involves understanding what drives a great customer experience throughout the customer’s journey and the customer’s life cycle, using the information to develop great CX programs, ”said Srikar Reddy , managing director and CEO of Sonata Software, announcing the launch of “CXe”. “A well thought out program through CX measurement is critical to ensuring the effectiveness of CX programs. The different components of CX measurement are interrelated and a combination of mysterious auditing, mysterious purchases and integrated into the aVOC program through a common data platform to equip you with the basic tools to ensure your customers get an excellent and consistent CX. ”
CX has been the holy grail for most companies. Those who get it right enjoy loyalty, which helps the company win customers who are spending more on them and also gain support – word of mouth advertising, reducing the cost of acquiring new customers, so it’s not surprising to note that most companies have programs that solicit feedback from customers. However, according to Sonata, based on studies by analysts and GBW’s experience, only one in five companies gets it right. For others, CX’s earnings remain the pot of gold at the end of the rainbow. Considering last year’s disruptions, when customer journeys have shifted for many companies, the task has become more difficult than ever. This provided a great opportunity for Sonata to launch its enhanced CX solution, ”
Venkatesh Parthasarathy , former managing director of Dairy Farm and a consultant to many leading companies, stated, “This enhanced Cata solution from Sonata is truly unique and covers the problem areas that my team used to have due to dealing with different vendors for each program and losing a unified view of the customer, but the icing on the cake for me is really being able to see the impact of CX programs on their business. ”
Also Read: Insights Take Center Stage in Customer Experience
Grant Salmon , CEO of GBW (now a Sonata Software company) and an industry veteran, added:you need to know if your CX is affecting your company’s bottom line and that if your programs are not offering that visibility, you are likely to lose interest. That’s why we created “CXe”, in which we offer a complete program that addresses these challenges with conventional programs. ”
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