Sonata Software plans to tap Customer Experience (CX) market to drive growth

Sonata Software announced its plans to tap the Customer Experience (CX) market to fuel growth with the launch of ‘Cxe’, its unique enhanced integrated CX management solutions developed using the ‘Platformation’ approach, Sonata’s highly acclaimed framework for digital transformation. ‘CXe’ is a compelling offering from Sonata designed for clients across the globe looking for holistic end-to-end CX solutions in the post-pandemic new normal.

Sonata had in March 2020 acquired the Melbourne based GBW, pioneers in the CX domain with 30 years’ experience delivering CX improvement for marquee brands across the globe. ‘CXe’ is a combined result of GBW’s CX Management tools and expertise supplemented by Sonata’s own Platformation methodology of driving digital transformation and deep expertise in aligned technologies like customer engagement, data and analytics.

‘’Notwithstanding evolving customer habits post the pandemic, the basics of ensuring great CX remains the same. Listening intently to your customer & acting on the feedback. A well thought out CX program involves understanding what drives great customer experience across the customer journey and customer life cycle, using the insights to design great CX programs” said Srikar Reddy, MD & CEO of Sonata Software, announcing the launch of ‘CXe’. “A well thought through CX measurement program is critical to ensure the effectiveness of the CX programs. The different components of CX measurement are interrelated & a combination of Mystery audit, mystery shopping & integrated to a VOC program thru a common data platform equip you with the basic tools to make sure your customers are getting a consistent and great CX.”

CX has long been a holy grail for most businesses, those who get it right enjoy loyalty helping the company gain customers who are spending more with them & also gain advocacy – word of mouth, bringing down cost of acquiring new ones, so it is not surprising to see most companies have programs that are asking customers for their feedback. However, as per Sonata, based on Analyst studies and the experience of GBW, only one in five-six companies get it right. For others, gains from CX remains the proverbial pot of gold at the end of a rainbow. Given the disruptions of the last year when customer journeys have changed for many companies, the task has become more difficult than ever before. This has created a great opportunity for Sonata to roll out its enhanced CX solution ‘CXe’ to its existing customers and the initial response has been overwhelming from clients across the globe. Sonata is now sprucing up its team to be able to offer the solution to more new customers besides making further investments in solution development and marketing given the opportunity CX provides.