TDCX, an New York Stock Exchange-listed digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, has launched its first Digital CX Center of Excellence in Singapore.
Located at TDCX’s headquarters in Singapore, the centre will focus on leveraging technology to develop CX solutions that enable hyper personalised, seamless and secure customer engagement in both physical and virtual environments, such as in the metaverse.
Through the centre, TDCX will pilot and validate new CX models and the supporting emerging technology architecture, to develop practical real-world applications and use cases.
Laurent Junique, founder and CEO of TDCX, said CX has become a strategic differentiator for businesses and a key enabler for the growth of the digital economy in today’s experience-driven marketplace.
“As digital and physical experiences continue to blur, we want to pioneer customer engagement strategies that continue to deliver a human touch during those critical moments that matter most,” said Junique.
Further, TDCX Singapore will also develop best practices in data science and analytics to help businesses enhance cost efficiency in areas such as quality assurance automation.
“Our clients are in a constant pursuit of optimization to maximize their finite resources. Amid the recent tech shake up, we see more clients coming to us to understand how they can enhance their CX strategy and standardize their operations globally,” said Angie Tay, Group COO and lead of the CX centre.
Ben Sun, who heads TDCX’s Advisory and Transformation programs said the increasing complexity of the business landscape means that brands are constantly juggling multiple competing priorities.
“We have been advising our clients on a range of issues, such as benchmarking their CX approach against best practices and determining the optimal balance between technology and the human touch to drive the best CX outcomes,” said Sun. “The launch of our digital CX Center of Excellence is timely as it enables us to address a vacuum in the market and establish ourselves as the partner of choice for brands looking to deliver great CX.”
To support the centre, TDCX has also set up a new Corporate Venture Capital (CVC) arm to invest in the technologies needed to drive CX innovation. The CVC will enable TDCX to take advantage of the innovative solutions that are already being incubated and developed in Singapore and Southeast Asia.
Some of the technology that TDCX is looking into includes artificial intelligence, machine learning, automation and natural language processing.
