Experience Consulting Services

Changing business dynamics to meet employee expectations

Amplifying User Experience with Experience Consulting Services

Tech-savvy digital users who are born and brought up in a digital world, nurture the culture of personalization & consumerization and expect their workplace IT to be as advanced as their home IT with the ability to consume services on-demand, anytime, from anywhere and from any device with a sense of empowerment for true self-service. Experience Consulting Services help to enhance the overall user experience and increase overall productivity, profitability, satisfaction and retention while meeting the expectations of the digital workforce.



Employee Experience Transformation (EXT)

Employee Experience Transformation (EXT) framework is an Artificial Intelligence powered and technologically geared solution aimed at delivering seamlessly orchestrated & consistent experience to modern consumers of digital workplace at each stage in the employee lifecycle within the organization.

EXT bases its foundation on tenets of experience critical to employees. It identifies on-stage employee experience journeys across physical, human and emotional interactions and maps the underlying people, process and technology components that support them while the employee moves from one stage to the other within the organization. It measures employee happiness at various checkpoints and amplifies experience by re-engineering journeys in a manner that do not require employees to modify their behavior in order to adapt them.

We provide the following EXT Services:

  • EXT Consulting Services
    Consulting services aimed at identifying the blind spots in the employee lifecycle within the organization and providing recommendations to fix them
  • EXT Engineering Services
    Implementation services to identify employee experience journeys, determine improvement priorities and re-engineer journeys to amplify employee experiences within the organization

Service Design & Governance (XaaS)

Consulting services provide an assessment framework to assess an organization’s readiness and preparedness to move from legacy products to service based offering (XaaS) along with assessing the existing services to establish an accurate baseline from which each organization can measure its progress as compared to industry standards.

Hexaware Service Design & Governance (SDG) framework enables an organization to transform its products into services XaaS model. SDG framework utilizes key service transformation elements to transform services resulting in enhanced user experience.

Key Focus Areas

  • Consumerization
  • Standardization and Optimization 
  • Customer Engagement
  • Automation
  • Cost Transparency
  • Support Mechanism

Operation

Hexaware’s Service Governance Framework helps to set up, operate and transfer governance structure post service transformation to ensure smooth operations. It includes setting up internal, customer and executive reviews.

Strategic Process Consulting

Strategic Process Consulting Services provide high-end consulting services for AS-IS assessment, gap identification and recommendations and ITSM processes across all phases of the Service Lifecycle

Consulting

  • Basic assessments offered at three different maturity stages of an organization: Basic ITSM, Service Automation and Employee Experience using a questionnaire
  • Advanced assessments offered at three different maturity stages of an organization: Basic ITSM, Service Automation and Employee Experience using focused interviews, workshops and proprietary assessment framework
  • ITIL framework-based high-end Process Consulting across different processes covering all phases of Service Lifecycle

Engineering

Faster implementation and quicker go-live with standardized delivery support model for both standard and shared implementations using Hexaware’s proprietary process model.

Operational

Specializes in Process Management as a Service (PMaaS)

Platform

Offers assessment platform for organizations to regularly measure their maturity index.

Service Integration And Management (SIAM)

Managing and integrating services from multiple service providers and providing an end-to-end seamless experience to customers / consumers. Service Integration and Management is a management methodology that can be applied in the environment that includes services sourced from a number of service providers.

SIAM solutions are built on the following main pillars of customer vision aligned below:

  • Overcoming the watermelon effect
  • Simplifying the complexity of multi-sourcing
  • Supporting digital transformation
  • Business agility
  • Governance and control
  • Risk and compliance control

Consulting

Offering includes detailed assessment and advisory services across different flavors of SIAM like:

  • Service Integrator (ITSM)
  • Guardian Vendor (ITSM and VMO)
  • Lead Vendor (ITSM, VMO and PMO)

Engineering

It includes ‘Design and Deploy SIAM solution’ customized to the organizational needs in-line with industry best practices.

Operation

  • SIAM operate and governance 
  • Vendor management office extends services from vendor alignment to business vision, vendor performance governance to managing vendor escalation and communications
  • Project management office extends its services to govern the project lifecycle for all vendors, ensuring adherence to quality

Platform

Standard delivery support model using Hexaware Proprietary H2O framework.

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