Navixus helps clients navigate the reimagined path of customer experience

Navixus, Tech Mahindra’s new business advisory and consulting unit, has leveraged its previous acquisition of Eventus to create a distinct unit that enhances its core business process optimization (BPO) arm. It offers expertise to help clients reimagine their customer experience (CX) journeys and transform how traditional BPO managed services are delivered.

The digital dichotomy creates a crossroads for enterprises

“Enterprises are at a digital crossroads,” said Tech Mahindra Navixus CEO Rob Rutledge. This critical juncture stems from the digital dichotomy observed by HFS Research—the need for companies to do more with less, cut costs, optimize, and transform simultaneously. While investing in innovative capabilities can lead to greater efficiencies and improved service, finding the right use cases and return on investment can be very confusing. One key objective for CX is creating better digital, automation, AI, and self-service solutions that can generate new sources of value while reducing costs and increasing revenues. Yet, the path to CX transformation requires a reimagining of process, talent and technology; thus, leaders facing these crossroads must decide if they’re ready for the journey ahead that leads to tangible business outcomes.

Navixus includes a suite of capabilities to address customer-facing and back-office pain points

With thousands of professionals worldwide, Navixus offers capabilities such as consulting, intelligent automation, advanced analytics, CX technology, operational excellence, and managed services. Due to the changing world of customer expectations, most Navixus clients are leveraging multiple areas of CX capabilities and focusing on outcome-based models with proven methodologies and frameworks to successfully define, design, develop, and deploy client services.

Partners such as Navixus help clients keep pace with rapid change

Renowned retail fashion brand Tory Burch’s partnership with Navixus continues to evolve, leveraging multiple portfolio elements. The luxury retailer’s goals include expanding its customer base and creating compelling and memorable digital experiences. To achieve these goals, Navixus has helped Tory Burch with its customer journey mapping (particularly to understand what is needed in the digital environment), using data for better decision-making, and upskilling its in-house talent. “Retail is rapidly changing,” said Stuart Benzal, VP of client services at Tory Burch. “I’ve never seen a business have to adapt and change this quickly. The greatest value of our partnership is the ability to help us change fast.”

The Bottom Line: Embracing transformation requires constant evolution and an outcomes-focused mindset

Tech Mahindra is embracing these more advanced advisory services to help customers on their journey to transform their CX and also to enhance the potential value and perception of its traditional BPO managed services business.

For enterprise buyers, it is essential to recognize that organizations are at varying stages of the evolving adoption curve of transformation, and current macroeconomic headwinds continue to blow unpredictably. Therefore, they must look to Tech Mahindra as a partner on the journey to evolve and adapt to disruption over time. A truly reimagined process and partnership will continue to embrace this pivot to a focus on reimagined outcomes and business value.