{"id":34861,"date":"2024-02-14T14:00:46","date_gmt":"2024-02-14T19:00:46","guid":{"rendered":"https:\/\/www.concentrix.com\/?p=34861"},"modified":"2025-12-10T11:26:46","modified_gmt":"2025-12-10T16:26:46","slug":"roadmap-to-better-cx-across-all-touchpoints","status":"publish","type":"post","link":"https:\/\/www.concentrix.com\/insights\/case-studies\/roadmap-to-better-cx-across-all-touchpoints\/","title":{"rendered":"A Digital Transformation Roadmap to Better Experiences across All Touchpoints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34861\" class=\"elementor elementor-34861\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-15b807f elementor-section-height-min-height ken_b_center elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"15b807f\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7e31b24\" data-id=\"7e31b24\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-00d518d elementor-widget elementor-widget-text-editor\" data-id=\"00d518d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1>A Digital Transformation Roadmap to Better Experiences across All Touchpoints<\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8400a7f cs-link elementor-widget elementor-widget-text-editor\" data-id=\"8400a7f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Our client is a North American insurance company focused on personal property insurance.<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91bde01 elementor-widget elementor-widget-text-editor\" data-id=\"91bde01\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Industry: <a href=\"\/industries\/banking-financial-services\/\">Banking, Financial Services &amp; Insurance<\/a><\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0d4d191\" data-id=\"0d4d191\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a1aa1fd elementor-widget elementor-widget-image\" data-id=\"a1aa1fd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1300\" height=\"1200\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/hero-case-study-A-digital-transformation-roadmap-to-better-CX.webp\" class=\"attachment-1536x1536 size-1536x1536 wp-image-34864\" alt=\"digital transformation roadmap\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/hero-case-study-A-digital-transformation-roadmap-to-better-CX.webp 1300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/hero-case-study-A-digital-transformation-roadmap-to-better-CX-300x277.webp 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/hero-case-study-A-digital-transformation-roadmap-to-better-CX-500x462.webp 500w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/hero-case-study-A-digital-transformation-roadmap-to-better-CX-768x709.webp 768w\" sizes=\"(max-width: 1300px) 100vw, 1300px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-d30db54 e-flex e-con-boxed e-con e-parent\" data-id=\"d30db54\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-91533f9 e-con-full e-flex e-con e-child\" data-id=\"91533f9\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-9afd01b e-flex e-con-boxed e-con e-child\" data-id=\"9afd01b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-145e123 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"145e123\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>46<\/h2><h5>chatbot recommendations<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4077e39 e-flex e-con-boxed e-con e-child\" data-id=\"4077e39\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3be610d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3be610d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>500k<\/h2><h5>annual transactions impacted<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae3151a e-flex e-con-boxed e-con e-child\" data-id=\"ae3151a\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e4cb98e elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e4cb98e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>10-point<\/h2><h5>improvement in containment<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-896699f e-flex e-con-boxed e-con e-parent\" data-id=\"896699f\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-53ccac8 e-con-full e-flex e-con e-child\" data-id=\"53ccac8\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-02eac7b elementor-widget elementor-widget-text-editor\" data-id=\"02eac7b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Challenge<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-94fd458 elementor-widget elementor-widget-text-editor\" data-id=\"94fd458\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As one of the most recognizable players in the insurance industry, this client is on a mission to overhaul its operational efficiency, accelerate its digital transformation roadmap, elevate its overall customer experience, and provide high-quality, consistent service across all touchpoints.\u00a0<\/p><p>It\u2019s a big ask, especially in an industry where cost is such a significant driver for customers.\u00a0<\/p><p>Since Concentrix was already providing customer support with advisors across the US, the client looked to us as the partner to accelerate this overhaul. Our experience in handling customer inquiries for the client provided us with the analytics and insights needed to guide the acceleration behind the scenes.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3b4b7d1 e-flex e-con-boxed e-con e-parent\" data-id=\"3b4b7d1\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-3ea86ab e-con-full e-flex e-con e-child\" data-id=\"3ea86ab\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f78523e elementor-widget elementor-widget-text-editor\" data-id=\"f78523e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Solution<\/h2><p>In preparation for developing a <a href=\"https:\/\/www.concentrix.com\/insights\/thought-leadership\/insurance-technology-outlook-2025\/\">digital transformation roadmap<\/a>, we started by asking the client (our customer) a series of key questions. What were the goals? What were the objectives? What technologies need optimization, and which hadn\u2019t been attempted?\u00a0<\/p><p>What we discovered was that the client wanted to embrace automation and self-service options, optimize an omnichannel approach, and reduce reliance on advisors. The goal was to enhance the customer experience by ensuring ease of use and consistent, high-quality service across all touchpoints.\u00a0<\/p><p>We used a variety of methods to identify significant opportunities to enhance the client\u2019s IVR and chatbot solutions. These methods included (but were not limited to):\u00a0<\/p><ul><li>Speaking in depth with client stakeholders around known and suspected user pain points\u00a0<\/li><li>Performing a heuristic design review on user interface specifications to uncover opportunities to incorporate industry best practices for IVR and chat experiences\u00a0<\/li><li>Reviewing transcripts of end user experiences to determine whether the applications were working as designed and if the downstream experience worked holistically\u00a0<\/li><li>A review of detailed application logs to understand where users experienced errors and in what volumes so that business cases could be created and appropriate prioritization of effort could be assigned.\u00a0<\/li><\/ul><p>At the heart of our digital transformation roadmap was a dedicated, agile product owner and expert in conversation design, who led the team in collaborating with the client in identifying recommendations for enhancing containment and improving the customer experience. That single point-of-contact has been paramount in establishing strong client relationships and enabling progress on previous deployments that would have otherwise been de-prioritized.\u00a0<\/p><p>Through heuristic review, in-depth analysis of interaction technology, and close collaboration with teams across Concentrix, we were able to deliver:\u00a0<\/p><ul><li>46 chatbot recommendations, including 35 quick win changes, to improve the customer experience with consistent service across all touchpoints.\u00a0<\/li><li>23 IVR recommendations to improve self-service options and reduce reliance on advisors.\u00a0<\/li><\/ul><p>Ongoing analysis continues, using our advanced analytics tools to uncover and deploy even more improvements for the client. With initial recommendations already in place, our next drive will be towards new technology capabilities, including asynchronous business messaging and integrating generative AI and automation into chatbots.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-10cc5616 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"10cc5616\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-6fe748f8\" data-id=\"6fe748f8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-74c9bd6b elementor-widget elementor-widget-image\" data-id=\"74c9bd6b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"500\" height=\"360\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/testimonial-case-study-A-digital-transformation-roadmap-to-better.png\" class=\"attachment-full size-full wp-image-34870\" alt=\"digital transformation roadmap\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/testimonial-case-study-A-digital-transformation-roadmap-to-better.png 500w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/testimonial-case-study-A-digital-transformation-roadmap-to-better-300x216.png 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5891a741\" data-id=\"5891a741\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-477d5469 elementor-widget elementor-widget-text-editor\" data-id=\"477d5469\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>&#8220;W<span data-contrast=\"none\">e started by asking the client (our customer) a series of key questions. What were the goals? What were the objectives? What technologies need optimization, and which hadn\u2019t been attempted?<\/span>&#8220;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-302f0d7 e-flex e-con-boxed e-con e-parent\" data-id=\"302f0d7\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8206918 e-con-full e-flex e-con e-child\" data-id=\"8206918\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-f834b89 e-con-full e-flex e-con e-child\" data-id=\"f834b89\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-7e55400 e-con-full e-flex e-con e-child\" data-id=\"7e55400\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-98fdd63 elementor-widget elementor-widget-text-editor\" data-id=\"98fdd63\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Outcomes<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a0dcfd elementor-position-left elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"7a0dcfd\" data-element_type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img decoding=\"async\" width=\"417\" height=\"417\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-1-case-study-A-digital-transformation-roadmap-to-better-CX.png\" class=\"attachment-full size-full wp-image-34865\" alt=\"\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-1-case-study-A-digital-transformation-roadmap-to-better-CX.png 417w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-1-case-study-A-digital-transformation-roadmap-to-better-CX-300x300.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-1-case-study-A-digital-transformation-roadmap-to-better-CX-150x150.png 150w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><b>46<\/b> chatbot recommendations impacting 500k annual transactions<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24a510a elementor-position-left elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"24a510a\" data-element_type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"417\" height=\"417\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-2-case-study-A-digital-transformation-roadmap-to-better-CX.png\" class=\"attachment-full size-full wp-image-34866\" alt=\"\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-2-case-study-A-digital-transformation-roadmap-to-better-CX.png 417w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-2-case-study-A-digital-transformation-roadmap-to-better-CX-300x300.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-2-case-study-A-digital-transformation-roadmap-to-better-CX-150x150.png 150w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><b>35<\/b> quick win recommendations, 28 of which have already been deployed by the client<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0220ecb elementor-position-left elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"0220ecb\" data-element_type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"417\" height=\"417\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-3-case-study-A-digital-transformation-roadmap-to-better-CX.png\" class=\"attachment-full size-full wp-image-34867\" alt=\"\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-3-case-study-A-digital-transformation-roadmap-to-better-CX.png 417w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-3-case-study-A-digital-transformation-roadmap-to-better-CX-300x300.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-3-case-study-A-digital-transformation-roadmap-to-better-CX-150x150.png 150w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><b>10-point<\/b> (estimated) improvement in containment rates with identified recommendations\u00a0<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11736a6 elementor-position-left elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"11736a6\" data-element_type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"417\" height=\"417\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-4-case-study-A-digital-transformation-roadmap-to-better-CX.png\" class=\"attachment-full size-full wp-image-34868\" alt=\"\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-4-case-study-A-digital-transformation-roadmap-to-better-CX.png 417w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-4-case-study-A-digital-transformation-roadmap-to-better-CX-300x300.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/icon-4-case-study-A-digital-transformation-roadmap-to-better-CX-150x150.png 150w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><b>2-point<\/b> improvement in containment realized from quick win deployments<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b480654 elementor-widget elementor-widget-text-editor\" data-id=\"b480654\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dive deeper into our <a href=\"https:\/\/www.concentrix.com\/solutions\/cx-transformation\/\">CX Transformation<\/a> services for more information on how you can accelerate your digital transformation roadmap and engineer the experiences that matter to your customers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-17a0c36 e-con-full e-flex e-con e-child\" data-id=\"17a0c36\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0962520 elementor-widget elementor-widget-image\" data-id=\"0962520\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/outcomes-case-study-A-digital-transformation-roadmap-to-better-CX.png\" title=\"outcomes-case-study-A-digital-transformation-roadmap-to-better-CX\" alt=\"digital transformation roadmap\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-55d31c1 e-flex e-con-boxed e-con e-parent\" data-id=\"55d31c1\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-19b21ba e-con-full e-flex e-con e-child\" data-id=\"19b21ba\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-54bc6a3 elementor-widget elementor-widget-text-editor\" data-id=\"54bc6a3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Related Services and Solutions<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-908595b elementor-widget elementor-widget-jet-button\" data-id=\"908595b\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"\/solutions\/cx-transformation\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">CX Transformation<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">CX Transformation<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8895ca9 elementor-widget elementor-widget-jet-button\" data-id=\"8895ca9\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"\/solutions\/digital-self-service-cloud\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Digital Self-Service & Cloud<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Digital Self-Service & Cloud<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f461fdd elementor-widget elementor-widget-jet-button\" data-id=\"f461fdd\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"\/solutions\/self-service-ai-bots\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Self-Service AI Bots<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Self-Service AI Bots<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c3e006 elementor-widget elementor-widget-jet-button\" data-id=\"2c3e006\" data-element_type=\"widget\" data-widget_type=\"jet-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-button jet-elements\"><div class=\"jet-button__container\">\n\t<a class=\"jet-button__instance jet-button__instance--icon-right hover-effect-0\" href=\"https:\/\/www.concentrix.com\/ix-hello\/\">\n\t\t<div class=\"jet-button__plane jet-button__plane-normal\"><\/div>\n\t\t<div class=\"jet-button__plane jet-button__plane-hover\"><\/div>\n\t\t<div class=\"jet-button__state jet-button__state-normal\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">iX Hello\u2122<\/span>\t\t<\/div>\n\t\t<div class=\"jet-button__state jet-button__state-hover\">\n\t\t\t<span class=\"jet-button__icon jet-elements-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-circle-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8c137 0 248 111 248 248S393 504 256 504 8 393 8 256 119 8 256 8zm113.9 231L234.4 103.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L285.1 256 183.5 357.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L369.9 273c9.4-9.4 9.4-24.6 0-34z\"><\/path><\/svg><\/span><span class=\"jet-button__label\">Self-Service AI Bots<\/span>\t\t<\/div>\n\t<\/a>\n<\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4e8e978 e-flex e-con-boxed e-con e-parent\" data-id=\"4e8e978\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4e674e9 e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"4e674e9\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-955f272 elementor-widget elementor-widget-image\" data-id=\"955f272\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"1600\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us.webp\" class=\"attachment-full size-full wp-image-92128\" alt=\"Contact Concentrix\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us.webp 1200w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us-225x300.webp 225w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us-375x500.webp 375w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us-768x1024.webp 768w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2024\/02\/contact-us-1152x1536.webp 1152w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51fc7b1 e-con-full e-flex e-con e-child\" data-id=\"51fc7b1\" data-element_type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8de2ae9 elementor-widget elementor-widget-text-editor\" data-id=\"8de2ae9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Let&#8217;s Connect<\/h2>\nClick <a href=\"https:\/\/jobs.concentrix.com\/\" target=\"_blank\" rel=\"noopener\">here<\/a> if you&#8217;re looking for a Concentrix career opportunity.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>See how a leader in the insurance industry elevated its overall customer experience with a digital transformation roadmap.<\/p>\n","protected":false},"author":36,"featured_media":34862,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"footnotes":""},"categories":[514,548,1105,1096,1250],"tags":[183,1180,1182,2099],"class_list":["post-34861","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking","category-case-studies","category-cloud-contact-center","category-cx-strategy","category-digital-transformation","tag-case-study","tag-banking-financial-services","tag-generative-ai","tag-ix-hello"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Digital Transformation Roadmap to Better Experiences - Concentrix<\/title>\n<meta name=\"description\" content=\"Does your business need a digital transformation roadmap? 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