Singapore-based TDCX (NYSE: TDCX), a renowned provider of digital customer experience (CX) solutions, has announced the launch of its AI consulting arm, TDCX AI. With this specialized division, TDCX aims to harness the power of artificial intelligence (AI) to analyze big data, generate insights, and unlock opportunities for stronger predictive capabilities and process improvements in the field of CX.
Led by Mr. Ben Sun, SVP of TDCX, TDCX AI brings together the company’s expertise in leveraging AI for CX applications. The team, consisting of 50 specialists with extensive knowledge in AI, machine learning, AI automation, and advanced business analytics, has a proven track record of implementing AI solutions and generating actionable insights for diverse clients. Their experience spans areas such as customer service proficiency, AI-driven training development, generative data augmentation, and intelligent performance management.
One of the key focuses of TDCX AI is harnessing generative AI to deliver hyper-personalized CX. By conducting comprehensive analyses of customer data, the TDCX AI team can assist clients in identifying preferences, habits, and behaviors, enabling the creation of tailored CX journeys and targeted marketing strategies. This level of personalization drives customer loyalty and revenue growth.
To support clients in integrating generative AI into their CX delivery model, TDCX AI has developed the AI Maturity Program. This program takes a structured approach to assess clients’ capabilities across various areas, including leadership and vision, AI proficiency, CX organization structure, process maturity, technical infrastructure, and data security. Clients receive an analysis of their standing against industry best practices, identifying areas of opportunity for AI. The program also involves active engagement with the client’s senior leaders to ensure effective AI deployment.
Mr. Ben Sun emphasized the importance of understanding the role of generative AI in businesses and assessing readiness before embarking on the AI journey. With TDCX’s years of experience in delivering exceptional CX and expertise in deploying AI for CX applications, the TDCX AI team is well-equipped to orchestrate this process for clients, providing strategic guidance and technical support.
TDCX’s launch of TDCX AI signifies its commitment to pushing the boundaries of AI-powered CX solutions, enabling businesses to optimize operations, enhance decision-making processes, and deliver exceptional customer experiences.
