- Announces global launch of 'CXe', Sonata's unique enhanced integrated CX 
management solutions designed for the new normal

    Sonata Software, a global IT services and technology solutions company, 
today 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.

    The global impact of the pandemic has been unprecedented, with the CX 
market witnessing a major upturn across all regions. According to a study by 
Fortune Business Insights, the market is projected to grow from USD 9.26 
billion in 2020 to USD 21.86 billion in 2027 at a CAGR of 13.0% in the 2020 to 
2027 period.

    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 aVOC 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.

    Said Venkatesh Parthasarathy, ex-MD of Dairy Farm and adviser to many 
leading companies, "This enhanced CX solution from Sonata is indeed unique and 
covers off pain areas that my team used to have in having different vendors for 
each program and missing out on a unified view of the customer, but the icing 
on the cake for me is really about being able to see the impact of the CX 
programs on your business".

    Grant Salmon, CEO of GBW (now a Sonata Software Company) and an industry 
veteran, added, "GBW's experience of over 30 years gives us insights into why 
Companies fail with their CX management programs, firstly many are "myopic" 
measuring a single point in the customer journey rather than the complete 
journey, next, many use do-it-yourself platforms which are great in the hands 
of an expert, but many clients confuse automation with knowledge &expertise. 
Then there is the case where data is sitting all over as there are online & 
retail teams, Customer feedback & Mystery shopping programs overlooking the 
aspect that the customer is one and teams who have to act basis the feedback 
are served better when they can see the feedback together rather than in a 
disjointed manner. Finally, you need to know if your CX is impacting your 
business outcomes and if your programs are not giving you that visibility, you 
are bound to lose interest. That is why we came up with 'CXe' where we offer an 
end-to-end program that addresses these challenges with conventional programs".

    For Details on Sonata Software visit: www.sonata-software.com
  
    For more information, press only:
    Nandita Venkatesh 
    Sonata Software Limited
    CIN- L72200MH1994PLC082110
    A.P.S. Trust Building,
    Bull Temple Road, N.R. Colony
    Bangalore 560019, India
    Tel: +91 80 67781999
    Nandita.v@sonata-software.com 

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    Source: Sonata Software