SINGAPORE--(BUSINESS WIRE)--TDCX (NYSE: TDCX), an award-winning digital customer experience (CX) solutions provider for technology and blue-chip companies, has been recognized as an 'Outstanding Partner' at Singapore Airlines’ (SIA) CEO Service Excellence Awards 2023. TDCX received this award for the third consecutive year, a testament to the company's ability to embody SIA’s service vision as it delivers exceptional customer experiences.
Ms. Angie Tay, Group Chief Operating Officer and Executive Vice President, TDCX said, "As the COVID-19 travel restrictions were gradually lifted, many people took to the skies to catch up with loved ones, seek out new experiences and drive commerce. The strong demand for travel meant that airlines were met with a huge increase in customer queries and requests. Coupled with the challenges faced within the air transport industry, the responsibility fell on CX teams to maintain the brand and customer satisfaction while navigating the fast-changing travel rules and regulations. In these times, having a trusted partner who is agile enough to scale its operations in response to fluid business requirements can be a game-changer for companies.
"We are honored by this recognition from SIA. We are thankful for SIA’s continued confidence in us and the strong partnership from their team. We look forward to continuing our long-time partnership and to help them elevate their brand through industry-leading CX."
Helping SIA’s CX vision take flight
Key to TDCX’s ability to support SIA’s customer-first service delivery approach is its talent management expertise. To ensure deeper domain knowledge, TDCX builds its CX team with specialists that have backgrounds in the airline and travel industry.
The company also takes a data-driven approach to CX delivery, ensuring that it has continual visibility on the top customer queries during peak travel periods or seasonal marketing campaigns. Such information is quickly compiled into its knowledge base, ensuring that there is minimal lag time between an issue surfacing to when its agents are equipped with the information needed.
TDCX’s solutions cut customer handling time for SIA by 27 per cent. It also achieved a customer satisfaction score of 90 per cent, exceeding the target of 85 per cent.
Currently, TDCX supports SIA’s customers by offering a one-stop service where customers can interact with the support team through their preferred channels such as email, chat, customer service hotline, and video conference.
To find out more about how TDCX has supported SIA through transformative CX, visit: https://www.tdcx.com/industries/case-studies/travel-airline/
Singapore-headquartered TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, to build customer loyalty and to protect their online communities.
TDCX helps clients achieve their customer experience aspirations by harnessing technology, human intelligence and its global footprint. It serves clients in fintech, gaming, technology, travel and hospitality, digital advertising and social media, streaming and e-commerce. TDCX’s expertise and strong footprint in Asia has made it a trusted partner for clients, particularly high-growth, new economy companies, looking to tap the region’s growth potential.
TDCX’s commitment to delivering positive outcomes for our clients extends to its role as a responsible corporate citizen. Its Corporate Social Responsibility program focuses on positively transforming the lives of its people, its communities and the environment.
TDCX employs more than 18,700 employees across 30 campuses globally, specifically in Brazil, Colombia, Hong Kong, India, Japan, Malaysia, Mainland China, Philippines, Romania, Singapore, South Korea, Spain, Thailand, Türkiye, and Vietnam. For more information, please visit www.tdcx.com.