Sonata Software plans to leverage the Customer Experience (CX) market to drive growth with the launch from ‘CXe’, its unique enhanced integrated CX management solutions developed using the ‘Platformation’ approach, Sonata‘s acclaimed digital transformation framework.
‘CXe’ is a compelling offering from Sonata designed for customers around the world seeking end-to-end comprehensive CX solutions in the new post-pandemic normal.
The global impact of the pandemic has been unprecedented, and the CX market has witnessed a significant rebound in all regions. According to a study by Fortune Business Insights, the market is projected to grow from US $ 9.26 billion in 2020 to US $ 21.86 billion in 2027 at a CAGR of 13.0% in the period 2020 to 2027.
Sonata had acquired Melbourne- based GBW in March 2020 , pioneers in the CX domain with 30 years of experience delivering CX enhancements for renowned brands around the world. ‘CXe’ is the combined result of GBW’s CX expertise and management tools complemented by Sonata‘s own Platformation methodology to drive digital transformation and deep expertise in aligned technologies such as customer engagement, data, and analytics.
” Despite evolving customer habits after the pandemic, the basics of ensuring a great CX remain the same. Listen carefully to your customer and act on the comments. A well thought out CX program involves understanding what drives a great customer experience throughout the customer journey and customer lifecycle, using the insights to design great CX programs, ” said Srikar Reddy , Managing Director and CEO of Sonata Software announcing the release of ‘CXe’. “A well-thought-out CX measurement program is critical to ensuring the effectiveness of CX programs. The different components of CX measurement are interrelated and a combination of mystery auditing, mystery shopping, and integrated into a VOC program through a platform of Common data equips you with the basic tools to make sure your customers are receiving a great and consistent CX. ”
CX has long been a holy grail for most companies, those who get it right enjoy loyalty by helping the company win customers who are spending more with them and also gain promotion – word of mouth, lowering the cost. of acquiring new ones, so it is not surprising to see that most companies have programs that are asking customers for their feedback. However, according to Sonata, based on analyst studies and GBW experience, only one in five to six companies does well. For others, CX earnings remain the proverbial pot of gold at the end of a rainbow. Given the disruptions of the past year, when customer travel has changed for many companies, the task has become more difficult than ever. This has created a great opportunity for Sonata to roll out its enhanced CX ‘CXe’ solution to its existing customers and the initial response has been overwhelming from customers around the world. Sonata is now renewing its team to be able to offer the solution to more new customers, as well as investing more in solution development and marketing given the opportunity that CX offers.
Venkatesh Parthasarathy , former managing director of Dairy Farm and advisor to many leading companies, said: “This enhanced Sonata CX solution is really unique and covers the areas that my team used to have with different vendors for each program and missing a unified view. but the icing on the cake for me is really being able to see the impact of CX programs on their business. ”
Grant Salmon , CEO of GBW (now a Sonata Software Company) and industry veteran, added, You need to know if your CX is affecting your business results and if your programs are not giving you that visibility, you are bound to lose interest. That’s why we came up with ‘CXe’ where we offer an end-to-end program that addresses these challenges with conventional programs. “
