ISG Provider Lens™ Customer Experience research report published in September 2023 compared provider strengths, challenges, and competitive differentiators. CX remains a crucial priority for enterprises and ties closely with strategic goals. The report showed how enterprises are addressing the CX gap via managed services.
ISG recognized Movate as a “Leader” in the 2023 Customer Experience Services Provider Lens report for the 4th consecutive time.
This prestigious recognition from ISG underscores Movate’s commitment to excellence besides its dedication to providing top-notch solutions to clients.
In this report, ISG covers the following 4 quadrants for services/solutions: Digital Operations, Hybrid Working Solutions, Intelligent CX (AI & Analytics), and Social Media CX Services. This report offers transparency to IT decision-makers on the strengths & weaknesses of relevant service providers. It presents a differentiated positioning of providers by segments and a focus on the global market.
Key takeaways include the state of the CX services industry, a summary of provider positioning, customer experience Provider Lens™ 2023 Charts, and Movate overview and strengths.
The report shows the exponential growth and innovation in AI and analytics. It emphasizes the importance of leveraging these technologies to positively impact internally and externally, with opportunities for personalization, efficiency, and intelligent conversations. Chief Business Leader – India Research, ISG, Namratha Dharshan, remarked how Movate has earmarked its space as a disruptor by actively leveraging AI & analytics to bring differentiated offerings, innovative pricing, and success stories to the market.
Improving CX on social channels is pivotal for marketing, brand recognition, customer support, and building relationships with existing and potential followers. Social media CX services encompass monitoring and listening to customer feedback, customer engagement, crafting compelling content, running targeted ad campaigns, analyzing performance, and providing customer support. The analyst mentioned how Movate has emerged as a “Leader” in the quadrant for Social Media CX Services for fleshing out cutting-edge solutions and its ability to leverage digital tech and drive desired outcomes.
The contact center industry has undergone various significant shifts in the past few years. From nearly 100% brick-and-mortar workplaces to supporting the WFH model, the contact center industry finally looks to be settling on hybrid working strategies.
Movate has been recognized as a “Rising Star” in the Hybrid Working Solutions quadrant for its innovative operating model, pricing, and impact sourcing capabilities.
Movate’s AI-led approach involves efficiently handling complex and critical tasks by seamlessly combining technology with human intervention.
AI technology is evolving and scaling new heights with the advent of generative AI. The team is committed to investing in emerging technologies such as Gen AI, chatbots, and cloud-based platforms, which are pivotal in automating processes and driving innovation. The team is also excited to continue its journey of innovation, disruption, and leadership in the years to come
According to the report, most executives globally reckon CX as a top strategic priority that is off-limits to cost optimization efforts.
Generative AI (Read NelsonHall blog on Movate Gen AI) at the time of publishing this blog is in its early stages and has a significant potential to disrupt CX. It can have positive implications for this industry, as seen from the numerous use cases currently identified, plus various POCs in place. Some use cases include call summary, intelligent agent assist, relevant FAQ or self-service, live translation, conversational AI, and content moderation. Nevertheless, the concept is relatively new, many facets pertaining to security need to be considered with a well-defined AI-governance framework and guardrails for effectiveness and security.
Look no further than the recognized global leader to partner with. Contact us today.
Click here to download the report
Additional Information
- Blog: NelsonHall writes about Movate’s Gen AI journey
- Blog: Movate Athena: The Era of AI-Driven Generative Enterprise
- Blog: From fixed to fluid: The contact center of the future
- Case study: Leading telco slashes costs by 27% via a combination of Gen AI and gig experts.
- Blog: The prompt toward the new CX era
- Blog: Gen AI to revolutionize QE
- Blog: The power of Generative AI with Salesforce