Abstract:
"Customer Experience is the outcome of customer interaction with the organization. It
is a multidimensional experience, which involves the Customer’s cognitive, affective,
emotional, social, and physical responses to all interactions with a firm. Customer
Experience Management is essential for an organization to convert its customers into
loyal customers. Customer satisfaction surveys and Customer Relationship
Management Systems are used as primary tools and techniques to measure customer
satisfaction and get feedback. Any gaps in attaining customer satisfaction during a
customer’s journey with the organization will impact the Customer’s Experience.
Customers tend to remember the pain points, and this impacts the growth of the
organization. Hence it is evident that Customer Experience Management is a vital
business process that requires constant monitoring. Customer Experience Management
demands a tool that needs to be proactive in terms of measuring Customer Satisfaction.
Due to the lack of tools and techniques to measure the Customer’s feeling towards the
organization, proactive decisions in terms of customer experience management has
become an issue. Especially within the IT-BPO Industry, which is a globalized business
model with remote working and multiple touchpoints within the Customer’s journey
with the organization. The research project will focus on identifying the current gaps in
the tools and techniques used for Customer Experience Management within the IT BPO Industry and develop an IT solution which will enable continuous monitoring of
Customer’ feelings towards the organization using Emotional Intelligence.
