eClerx Marks 25 Years of Innovation, Growth, and Client Impact

eClerx Marks 25 Years of Innovation, Growth, and Client Impact 

New York, NY and Mumbai, India – August 21, 2025 – eClerx Services Ltd. (NSE: ECLERX), a global leader in productized services and operations celebrates its 25th anniversary this year, marking its journey from a single-client operation to a publicly traded, global enterprise with 20,000+ employees across APAC, EMEA, and the Americas. 

“Twenty-five years ago, eClerx set out to build a company rooted in problem-solving, client partnership, and relentless execution,” said Kapil Jain, CEO of eClerx. “Today, that foundation is stronger than ever. We’re investing in the future, and embracing generative AI, automation, and next-gen delivery models to help our clients stay ahead in a rapidly changing world.” 

In addition to company-wide celebratory events held this month, eClerx has been using this moment to chart a roadmap through a series of forward-looking initiatives:

• Accelerating AI and capability investments: eClerx has been focusing on growth across technologies and geographies. It has invested in a new capability center to co-develop GenAI-powered solutions with clients. In the last six months, it has launched a Center of Excellence in Fayetteville, USA, and new delivery centers in Peru and Egypt, to drive expansion and enhance agility and multilingual capabilities.
• Building a future-ready workforce: eClerx is investing heavily in its own employees, ensuring they are secure, empowered, and equipped to thrive in an AI-driven future. It has committed to upskilling 10,000+ employees in AI, data, and digital tools by 2026.
• One eClerx Vision: The One eClerx vision leverages the company’s deep domain expertise to deliver integrated, high-impact solutions that span industries. By fostering cross-functional collaboration, eClerx can deliver stronger outcomes and lasting value for clients, while creating new growth and development opportunities for its teams. 
• Reaffirming its sustainability goals: eClerx remains strongly committed to giving back through CSR programs focused on education, job readiness, environment conservation, and helping underprivileged communities—in partnership with over a dozen NGOs across its global footprint.

A Year of Wins

eClerx’s anniversary year has been marked by significant accolades across technology, talent, and market presence so far. In February, it became one of the first five companies globally to receive the ISO 42001:2023 certification for responsible AI practice, the world’s first international standard. More recently, it has been recognized by Forrester as a top performer for AI integration, and by Everest Group as Leader in Financial Crime Compliance and Star Performer in Capital Markets.

To honor its 25-year journey, eClerx will be hosting a series of internal and external celebrations, to bring employees, partners, and clients together. These initiatives are designed to reflect the company’s core values—Excellence, People, Integrity, and Client Centricity—and reaffirm its commitment to inclusivity, community engagement, and collaboration. 

Founded in 2000 by Wharton graduates Anjan Malik and PD Mundhra, eClerx began with a bold vision: to help companies adapt to change through expert-led, technology-enabled services. Known for its domain specialization, managed services, and outcome-focused delivery, eClerx supports some of the world’s largest enterprises in transforming operations—from financial services and compliance to digital commerce, customer experience, and data-driven innovation. 

To know more about eClerx’s journey, click here.

About eClerx 

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 20,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

Media contact

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com

Leader & Star Performer in Capital Markets Operations

NEW YORK, Aug 28, 2025: eClerx Services Ltd (ECLERX.NS), a leading productized services company, today announced that it has been named as a “Leader” and “Star Performer” in Everest Group’s 2025 Capital Markets Operations Services PEAK Matrix® Assessment.

Everest Group’s PEAK Matrix® provides a comprehensive evaluation of leading capital market service providers, analyzing the competitive landscape and assessing each provider’s key strengths and limitations. These trusted, unbiased evaluations analyze key factors such as vision, capabilities, talent availability, market impact, and cost – making them a go-to resource for leading enterprises worldwide. Providers also rely on the PEAK Matrix® to benchmark their offerings against peers and refine their strategies.

“Specialization and depth continue to set eClerx apart in capital markets operations,” said Srawesh Subba, Practice Director, Everest Group. “The firm’s consistent investments in modular automation tools, gen AI adoption, and regulatory-sensitive delivery models have enabled it to scale with precision in middle-office and trade operations. As enterprises look for nimble yet risk-aware partners, eClerx has demonstrated strong performance across onboarding, back-office, and compliance operations, leading to its recognition as a Leader and a Star Performer in Everest Group’s Capital Markets Operations PEAK Matrix® Assessment 2025.”

Mahesh Muthu, Principal, Client Engagement at eClerx said,“ We are honored to be recognized as both a Leader and Star Performer in Everest Group’s 2025 Capital Markets Operations Services PEAK Matrix®. Our comprehensive capabilities — from advanced automation and generative AI-powered tools to specialized compliance operations and consulting expertise — enable us to streamline complex capital markets operations for many of the world’s leading financial institutions. As capital markets continue to evolve, eClerx remains committed to delivering scalable, technology-driven solutions that enable clients to navigate regulatory challenges, optimize operational efficiency, strengthen controls, and accelerate business transformation.”

Click here to download the report. This report highlighted several of eClerx’s key strengths, including:

• End-to-end securities and client lifecycle support: eClerx provides the people, technology, and domain expertise to assist financial organizations manage and automate their trade support, client lifecycle management, asset servicing, settlements and clearing, and data management processes.
• Proprietary solutions built for capital markets operations: eClerx’s award-winning products (Compliance Manager, GenAI360, DocIntel) leverage the latest in automation and generative AI technology to simplify the full trade lifecycle, as well as digitize and centralize important documents to improve business outcomes.
• Dedicated FCC Center of Excellence: Designed as a high-quality onshore alternative to in-house compliance operations, eClerx’s Center of Excellence partners with the local transitioning military community in Fayetteville, NC to deliver cost-effective expertise and technology to financial institutions all over the globe.
• Financial consulting from industry experts: With over twenty years of domain experience with investment banking, structured finance, and reference data, eClerx’s team of dedicated finance experts are available to analyze and deliver actionable insights and support business transformations to deliver superior results.

Click here to learn more about how eClerx effectively manages financial market operations for 8 of the top 10 global financial institutions.

Disclaimer

Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis.  All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking.  To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports. 

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 20,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

About Everest Group

Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group’s PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.

Media contact

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com

Aditya Modi
Head – Influencer Relations and Partnerships
aditya.modi@eclerx.com

AI’s role in digital shelf for B2B manufacturers

The digital shelf: Where B2B buyer journeys begin

Your digital shelf is your brand’s online experience and presence. It grabs the attention of your customer across channels and determines how your products sell. In order to succeed, brands must stand out by extracting insights from digital shelf analytics, and by making their digital shelf more effective, thereby winning buyers with visibility, engagement, and compelling content.

This is easier said than done. Approximately 40% of manufacturers believe that inconsistent product data across channels is their biggest challenge. To make matters worse, 25% of buyers struggle to find products online, not just because of unclear messaging, but also unstructured website experiences.

In addition, millennials (who now make two-thirds of B2B buyers) are now expecting a B2C-style purchasing experience, making a compelling digital experience not just important, but essential.

B2B digital shelf realities: Challenges

Navigating the digital shelf is becoming increasingly complex and critical. Visibility on the digital shelf means understanding two things: how your own brand is performing across channels, and how your competitors are positioned.

However, many B2B manufacturers still rely on manual, siloed systems to manage both. Digital shelf analytics are not adequately leveraged for strategic decisions or campaign planning. This results in a fragmented view that limits performance, agility, and growth.

Part of the challenge lies in the digital maturity of B2B businesses. Many manufacturers are still early in their digital shelf journey, and not yet optimizing the B2B market intelligence that they could be using. At the same time, their buyer bases are now tech-savvy millennials. They come with high expectations, wanting personalized, seamless, and content-rich digital experiences.

Delivering personalization starts with getting the basics right, which includes accurate product titles, detailed descriptions, complete specs, and high-quality visuals. However, it’s not uncommon for listings to average fewer than one image per SKU, with content that isn’t optimized for search, making products harder to discover.

It gets even more complicated when manufacturers need to syndicate content to hundreds of distributors, with their own formatting requirements. This leads to content decay, inconsistencies across channels, and pricing mismatches. When there’s not enough visibility into how competitors are pricing, promoting, or stocking similar products, it becomes extremely difficult to remain competitive.

Fortunately, GenAI and agentic AI technologies are already helping B2B brands scale their content operations, access advanced B2B market intelligence, monitor digital shelf analytics, maintain consistency across distributors, monitor competitors in real time, and optimize retail media spend.

How AI is transforming the B2B digital shelf

AI has been a hot topic for a long time, and it’s now reshaping how B2B manufacturers manage and win on the digital shelf. With the rise of Generative AI (GenAI) and Agentic AI, there are now opportunities to automate, optimize, and scale digital commerce operations.

We are already seeing GenAI delivering real impact in B2B eCommerce. It’s enabling manufacturers to:

• Rapidly create auto-generated product descriptions for different audiences
• Translate product specs across languages and markets
• Access B2B market intelligence that enables better decision-making
• Deliver advanced retail marketing automation
• Generate compelling marketing copy for distributors and campaigns
• Create on-brand visuals like product images and banners
• Personalize sales enablement materials

By reducing manual effort, GenAI delivers faster time-to-market and consistent brand presentation across channels, critical for staying competitive in a crowded marketplace. GenAI excels at content creation, but it doesn’t act on its own. That’s where Agentic AI steps in.

Agentic AI takes automation further by empowering intelligent agents to plan, decide, and execute tasks autonomously. These AI agents can:

• Monitor digital shelf analytics in real time
• Flag content issues or pricing mismatches across channels
• Optimize product listings for better search performance
• Enforce brand compliance across distributor networks
• Recommend (and even implement) tactical changes across platforms

Combining GenAI and Agentic AI offers a powerful solution that helps create the content needed to win, and ensure its executed quickly and accurately. AI isn’t just useful in navigating increasing ecommerce complexity; it’s also becoming essential.

How AI is transforming retail marketing automation

AI agents are redefining how B2B brands manage their digital shelf, eliminating manual bottlenecks and providing smarter, faster decisions at scale. By automating key aspects of the digital shelf, these retail marketing automation agents deliver measurable impact across the entire eCommerce ecosystem:

• Search and category visibility optimization
  AI fine-tunes keywords, content, and category placement to boost search rankings and shopper visibility. This helps drive greater discoverability and higher conversions.
• Retail media and promotions management
  From ad placement tuning to dynamic budget allocation and promotion scheduling, AI maximizes media ROI while ensuring campaigns reach the right buyers at the right time.
• Content quality and compliance enforcement
  AI audits product listings, enriches media, fills content gaps, and ensures compliance with distributor standards. This helps produce stronger brand presence and better search performance.
• Pricing, assortment and inventory optimization
  By analyzing demand signals and competitor moves, AI dynamically adjusts pricing, recommends product bundles, and manages stock levels to reduce outages and capture more sales.
• Customer sentiment and brand protection
  AI monitors reviews for sentiment, automates responses, and flags unauthorized sellers. This helps to strengthen brand trust, improves customer experience, and maintain pricing integrity.
  
  

  These capabilities help B2B brands to not just keep up with the demands of modern eCommerce, but to proactively lead with confidence. AI equips teams to scale intelligently, act faster, and win more consistently on the digital shelf.

eClerx’s AI-driven approach

eClerx’s AI-powered framework demonstrates how multi-agent AI systems (like monitoring, decision-making, execution, and feedback agents) work together to drive continuous digital shelf optimization across the value chain.

eClerx’s Market360 Market Intelligence framework combines GenAI and Agentic AI to intelligently orchestrate data collection, analysis, and action, enabling real-time insights, retail marketing automation, and seamless execution across the digital shelf.

The future is automation combined with expertise

The digital shelf is a display and now a dynamic engine of growth. For B2B manufacturers, utilizing GenAI and Agentic AI means moving from static content to intelligent action. As ecommerce continues to accelerate, those who leverage AI agents to automate, optimize, and scale operations will proactively stay ahead of the competition.

Learn more about AI-powered approaches by watching this webinar: AI Powered eCommerce

The rise of ESG compliance in eCommerce

Environmental, Social, and Governance (ESG) features in eCommerce were once a side note or a second thought, but over the last few years, the market has seen these moving into a more central position. 

ESG is no longer a side note. It’s becoming a core requirement for almost all retail and consumer goods, but even more so in eCommerce. What was once a race for convenience and speed is now being redefined by transparency, responsibility, and compliance. ESG compliance in eCommerce is gaining traction, both as a regulatory mandate and as a market differentiator.

For digital shelf strategy and marketplace management, this shift is not optional. ESG compliance is now critical to remain relevant, competitive, and visible across leading eCommerce platforms.

Why ESG compliance is rising in eCommerce

• Consumers and buyers demand transparency
  

  The push for ESG starts with the buyer. B2B procurement teams now assess ESG practices alongside product specs and pricing. If a supplier can’t show proof of responsible sourcing of retail and consumer goods, ethical labor, and low carbon impact, they may lose the contract.

  
  

  This shift mirrors what retail data analysis is showing: that shoppers are choosing brands that align with their values. Transparency isn’t just preferred; it’s expected.

• Regulatory pressure is increasing
  

  Governments around the world are enacting stricter rules. For example, the EU’s Corporate Sustainability Reporting Directive (CSRD) requires companies to disclose their ESG performance in detail. In the States, the U.S. Securities and Exchange Commission (SEC) is finalizing climate disclosure requirements that will apply to publicly traded firms, and affect their supply chains.

  
  

  Retailers are responding by enforcing these standards throughout their supplier ecosystems. Brands must be prepared to include ESG compliance in their digital shelf strategy or risk exclusion from contracts and online shelves.

• Retail and marketplace standards are evolving
  

  Amazon, Walmart, and other major eCommerce platforms are setting the tone with ESG scorecards, supplier codes of conduct, and sustainability benchmarks. These standards are non-negotiable for marketplace management today, and B2B suppliers are under growing pressure to meet them with accurate, structured data.

The impact on manufacturers in eCommerce

• Product data and transparency
  Today, retailers require more than high-resolution images and bullet-point features. Retail data analysis shows that it is important to show:
  • Verified sustainability claims
    • Clear sourcing documentation
    • Evidence of ethical labor and production methods

Digital product passports are emerging as the standard for marketplace management, offering product-level traceability and structured ESG data across the supply chain.

• Operational adjustments
  

  Meeting ESG compliance requirements means collecting better data, from emissions to water usage to supplier certifications. Many retail and consumer goods manufacturers are overhauling legacy marketplace management systems and workflows to capture and share this information efficiently. These changes come with added cost and complexity, but they’re essential for today’s digital shelf strategy and long-term relevance.

• Reputation and revenue risk
  

  The risks of inaction are serious, and can impact reputation and revenue. Brands that don’t comply with ESG practices may be de-listed from marketplaces. Those that have poor ESG visibility may lose B2B partnerships. And as retail data analysis shows, low ESG visibility may even lead to eroded trust and loss of customer loyalty.

How companies should respond

1. Audit and map ESG data across the product portfolio

Start by identifying gaps. What ESG data do you have today, and where are the blind spots? Work with upstream suppliers to improve documentation and traceability.

This is where intelligent marketplace management plays a critical role, tracking retailer requirements, comparing competitors, and understanding how ESG influences your shelf presence.

2. Invest in PIM and ESG-ready tech infrastructure

The ability to manage and share product content that includes ESG data is essential. Product Information Management (PIM) systems that support ESG metadata can help you stay in sync with evolving platform requirements.

eClerx Market360 is built for this exact need. As a comprehensive digital shelf strategy solution, Market360 helps manufacturers track ESG requirements, manage sustainability content, and ensure accurate product data distribution across global eCommerce platforms.

With Market360, you can:

• Benchmark ESG readiness against competitors
• Monitor changing ESG standards from retailers
• Identify compliance gaps in your product content
• Access retail data analysis to help in decision-making
• Syndicate ESG-compliant product data at scale

3. Collaborate cross-functionally

ESG compliance is a team effort. Sustainability, legal, eCommerce, and supply chain teams must work together to ensure consistency. Training eCommerce managers on ESG expectations and content requirements is critical to creating a smooth and compliant go-to-market process.

4. Proactively communicate ESG credentials

Once your ESG data is in place, make it work for you across your digital shelf strategy. Highlight sustainable practices and certifications directly in product listings, brand pages, and retailer content. Use badges, data visuals, and clear messaging to demonstrate transparency and build credibility.

Why Market360 is the right tool for ESG compliance in eCommerce

ESG compliance in eCommerce is no longer optional. It’s the norm driven by regulation, enforced by platforms, and expected by buyers. Manufacturers that adapt quickly will not only protect their shelf presence but also unlock stronger relationships, better margins, and long-term brand value.

At eClerx, we built Market360 to help manufacturers meet this moment. It’s more than a marketplace management tool; it’s an intelligent compliance and content engine designed for the complexities of modern digital shelf strategy.

Click here to see how we help manufacturers stay compliant, stay visible, and stay competitive, or fill in the form below so one of our experts can get in touch with you.

The future of omnichannel analytics: Navigating the digital shelf in a connected world

Why an omnichannel marketing strategy is now a strategic priority

In today’s fluid shopping landscape, a single purchase might involve five platforms and three devices. Without unified analytics, brands are left with siloed insights that can’t keep up. Omnichannel analytics helps to connect the dots, revealing how discovery, research, and conversion work together across the entire journey.

Disconnected data leads to disconnected experiences. Omnichannel analytics turns fragmented insights into strategic action.

Just as the physical shelf once shaped brand perception, the digital shelf now drives both visibility and conversion. With the right digital shelf analytics, brands can track share of search, content accuracy, availability, and reviews all in real time, and act fast to proactively stay ahead of the competition.

Key shifts powering the future of omnichannel analytics

1. From fragmented data to connected intelligence
Marketplace management was once done through siloed dashboards: one for eCommerce, another for in-store POS, and separate ones for media and marketplace data. As consumer behavior blends across platforms, this fragmented view leads to missed opportunities. A click on Instagram can drive a search on Amazon, which may result in a same-day pickup via Instacart.

A future-ready omnichannel marketing platform powered by analytics will bridge these gaps, integrating data to deliver a unified view of product, channel, and campaign performance. This enables smarter attribution, faster pivots, and aligned decision-making across sales, marketing, and supply chain.

Example: A stockout on Walmart.com today could hurt your organic rank on Amazon tomorrow. Only integrated analytics make these cross-channel impacts visible and actionable.

2. From descriptive to predictive and prescriptive
Yesterday’s analytics explained what happened. Today’s eCommerce leaders need tools that forecast what’s coming and recommend what to do about it. AI-powered platforms now surface early signals of risk, like SKU-level stockouts, pricing pressures, or declining product rank due to negative reviews or content gaps. Even more powerful are prescriptive digital shelf analytics, guiding teams on where to optimize content, adjust pricing, or reallocate media spend for the biggest impact.

Think: “You’re likely to lose the Buy Box next week – optimize PDP content and raise bids on branded terms.”

3. Granular, SKU-level insights for smarter marketplace management
Not all products are created equal. A shampoo might be sold as a single bottle, a family-size twin pack, or bundled with conditioner. Measuring performance by category or brand alone misses the nuance. Today’s omnichannel marketing strategy must go deeper by also tracking sales, margin, price per unit, and content health at the SKU and unit-of-measure level. This granularity helps eCommerce managers compare across competitors, track shrinkflation effects, and rationalize underperforming SKUs with confidence.

4. Real-time monitoring and actionable alerts
Speed wins in eCommerce. A product image change, a MAP violation, or an OOS issue can instantly derail conversions. An omnichannel marketing strategy with modern analytics platforms now provides real-time monitoring and automated alerts for everything from content mismatches to unauthorized sellers, allowing eCommerce teams to act before problems hit the bottom line.

What consumer brands should do next

Building a mature omnichannel marketing strategy is a journey, not a switch you can just flip. However, brands that start aligning around the digital shelf today will be best positioned to lead tomorrow. Here’s how to get started:

 1. Break down silos

Omnichannel success requires shared visibility across eCommerce, retail, marketing, and supply chain teams. Align everyone on KPIs that reflect the full customer journey, from search to shelf to sale.

Map KPIs to the three phases of the customer journey:

Phase 1 – Discover

“Can consumers find and trust my product across every channel?”
Discovery is driven by visibility and trust, and your marketplace management strategy must include these as priorities. Key KPIs include:

• Share of Search and navigation: Track how often your products surface in top results, filters, and merchandising slots.
• Customer reviews and sentiment: Use ratings and sentiment analysis to understand buyer perceptions and refine your messaging.

Phase 2 – Browse

“Is the product relevant and shoppable across platforms?”
Once found, the product must be appealing and accessible:

• Assortment coverage and availability: Ensure top SKUs are in stock, in the right formats, and available across all key retailers and fulfillment zones.
• Content compliance: Are titles, images, bullets, and enhanced content optimized and consistent?

Phase 3 – Purchase

“Is it priced right, promoted well, and easy to buy?”
Conversion depends on clarity and competitiveness. The right marketplace management solutions will give you both, via:

• Price competitiveness index: Monitor parity across channels to protect margin and avoid losing the sale.
• Promotion execution: Track if trade campaigns are live and visible where it counts.
• Buy Box win rate: Especially on marketplaces, this is where ownership = revenue.

Start small, think big: Even small improvements in visibility, availability, or conversion rates can drive exponential value at scale. The future belongs to brands who see, act, and optimize across the full digital shelf—everywhere their customer shops.

2. Invest in the right tech stack

Choose an analytics platform that unifies data across DTC, retail, media, and marketplaces.
Market360 by eClerx offers advanced marketplace management, real-time digital shelf analytics, customizable reporting, and expert-backed optimization, empowering brands to act faster and smarter across every touchpoint.

3. Prioritize actionable insights

Data is only valuable if it drives decisions.
Equip your teams to go from insight to impact—whether it’s fixing broken content, flagging pricing violations, or adjusting media spend in real time.

4. Embrace a test-and-learn mindset

The best strategy? Start small, learn fast.
Run controlled experiments—tweak a PDP, shift a promo, test a keyword—and double down on what delivers results.

Conclusion: The digital shelf is the new front line

Today, every product decision starts online. To win, brands need more than data—they need connected, predictive, and actionable insights across every touchpoint.

Omnichannel analytics is no longer optional – it’s your growth engine. The brands that thrive will be those that see clearly, act quickly, and optimize constantly.

Learn more about an AI-powered market intelligence solution that achieves this.

How QA automation is transforming modern customer service

Contact centers have become the frontline of customer experience. Every conversation, whether through voice, chat, email, social media, or messaging apps, shapes customer perceptions of a brand. Yet despite significant investments in AI and customer experience technologies, many organizations still rely on manual quality assurance (QA) processes that review only a small sample of customer interactions.

This creates a significant visibility gap. Critical compliance risks, coaching opportunities, customer frustrations, and revenue-impacting issues often go undetected because they never make it into the audit sample.

As customer expectations continue to rise and contact centers become increasingly complex, organizations need a more intelligent approach to quality monitoring. Quality assurance automation enables businesses to evaluate every interaction, generate actionable insights in near real time, and continuously improve customer experiences while reducing operational effort.

Why traditional QA is no longer enough

Historically, supervisors manually reviewed just 1–2% of recorded customer interactions. While this sampling approach was once considered sufficient, it no longer meets the needs of modern contact centers.

Today’s customer service teams must balance:

• Higher customer expectations
• Regulatory compliance requirements
• Omnichannel support across voice, chat, email, messaging, and social media
• Faster response times
• Greater operational efficiency
• Consistent service quality

Manual reviews simply cannot keep pace with the volume and complexity of today’s customer interactions. Without comprehensive visibility, organizations struggle to identify recurring customer issues, coach agents effectively, measure compliance consistently, or make informed operational decisions.

What is automated quality assurance?

Automated quality assurance uses artificial intelligence, natural language processing (NLP), speech analytics, machine learning, and generative AI to evaluate customer interactions automatically.

Instead of reviewing only a small sample of calls, AI-powered systems analyze 100% of conversations across multiple channels, including voice, chat, email, and digital messaging.

Modern QA automation solutions can:

• Score interactions consistently against predefined quality standards
• Detect compliance risks and script deviations
• Identify customer sentiment and emotional cues
• Highlight coaching opportunities for individual agents
• Surface operational trends and recurring customer issues
• Predict customer satisfaction outcomes before interactions end

Rather than replacing human supervisors, customer service QA automation enables them to focus on higher-value coaching, performance improvement, and strategic decision-making.

How QA automation differs from manual reviews

For organizations looking to improve customer experience while managing costs, quality assurance automation provides a far more scalable and data-driven approach.

Benefits of automated quality assurance in customer service

As contact centers evolve into strategic drivers of customer experience, quality assurance automation has become much more than a monitoring tool, offering operational efficiency and better agent performance too. Here are some of the key benefits organizations can expect:

1. Improved customer experiences: 

By analyzing every interaction, organizations gain deeper insight into customer pain points, recurring issues, and service gaps. This enables faster resolution, more consistent service delivery, and improved customer satisfaction.

2. Stronger compliance: 

Automated monitoring identifies policy violations, script deviations, and regulatory risks much faster than manual audits, helping organizations maintain compliance while reducing operational risk.

3. Accelerated agent development: 

Rather than relying on occasional call reviews, supervisors receive continuous insights into agent performance, allowing them to deliver personalized coaching based on real customer interactions.

4. Increased operational efficiency: 

Customer service QA automation significantly reduces the manual effort required for interaction monitoring, enabling QA teams to focus on process improvement and strategic initiatives instead of repetitive auditing.

5. Generate better business insights: 

Every customer interaction contains valuable operational intelligence. AI-powered analytics reveal trends in customer behavior, product issues, process bottlenecks, and emerging risks that support better business decisions.

Real-world applications of quality assurance automation

Organizations across industries are using automated quality assurance to improve both operational performance and customer outcomes:

1. Pharmaceutical services

In highly regulated pharmaceutical environments, AI-powered QA helps identify potential adverse event reporting requirements across every customer interaction. This improves compliance while allowing agents to focus on delivering empathetic customer support instead of manual documentation.

2. High-tech and electronics

Companies offering financing or installment payment options use QA automation to monitor regulatory compliance, ensuring agents accurately communicate repayment terms and required disclosures. Continuous monitoring reduces compliance risks while improving customer transparency.

3. Telecommunications

Telecommunications providers manage enormous volumes of customer interactions across broadband, mobile, streaming, and enterprise services. Automated quality assurance helps identify churn signals, improve first-call resolution, uncover upsell opportunities, and deliver more consistent customer experiences through real-time coaching and analytics.

Trends shaping customer service QA automation

The next generation of customer service quality management is moving beyond interaction scoring toward intelligent operational optimization.

Leading organizations are increasingly adopting:

• Generative AI-powered conversation intelligence
• Real-time agent assist capabilities
• Predictive customer satisfaction and NPS scoring
• Automated coaching recommendations
• Voice of the Customer (VoC) analytics
• AI-driven compliance monitoring
• Integrated workforce performance analytics

Together, these capabilities enable organizations to shift from reactive quality monitoring to proactive customer experience management.

How QA360 enables intelligent quality assurance

QA360 is eClerx’s AI-powered quality assurance platform designed to help organizations modernize customer service operations through intelligent automation.

By leveraging speech analytics, natural language processing, and generative AI, QA360 evaluates 100% of customer interactions and transforms conversation data into actionable business insights.

Key capabilities include:

• Near real-time visibility into customer satisfaction trends
• Predictive CSAT and NPS scoring during live interactions
• AI-powered speech-to-text with accurate speaker separation
• Configurable quality scorecards tailored to business objectives
• Automated compliance monitoring across customer interactions
• Rich analytics dashboards for supervisors and operations leaders

Rather than simply replacing manual audits, QA360 helps organizations improve customer experience, accelerate agent development, strengthen compliance, and make better operational decisions using data.

The future of quality assurance

As AI becomes embedded across customer service operations, quality assurance is evolving from a compliance exercise into a strategic business capability.

Organizations that embrace quality assurance automation gain complete visibility into customer interactions, faster operational insights, more effective coaching, and stronger customer outcomes. Instead of reacting to problems after they occur, they can proactively improve service quality, reduce operational risk, and build more resilient customer support operations.

Frequently Asked Questions

Is automated QA or manual QA better?

Both approaches have value, but automated QA offers significantly greater scalability and visibility. Manual reviews provide valuable qualitative coaching, while automated quality assurance analyzes 100% of interactions, detects trends, identifies compliance risks, and surfaces coaching opportunities much faster. Many organizations achieve the best results by combining AI-driven analysis with human expertise for targeted coaching and performance improvement.

How can AI enhance your QA processes?

AI enhances QA by automatically evaluating customer conversations, identifying sentiment, detecting compliance issues, predicting customer satisfaction, highlighting coaching opportunities, and uncovering operational trends. Instead of relying on limited interaction samples, AI enables organizations to continuously monitor customer experiences and make faster, more informed decisions based on comprehensive interaction data.

How do you choose customer service QA software?

When evaluating customer service QA automation platforms, organizations should look for AI-powered conversation analysis, 100% interaction coverage, omnichannel support, configurable scorecards, compliance monitoring, predictive analytics, CRM integration, intuitive dashboards, scalability, and strong security controls. The right solution should not only automate quality monitoring but also generate actionable insights that improve customer experience and operational performance.

Where craft meets code: reinventing creative content production for digital fashion and luxury brands

Sustainable luxury, reimagined: Reinventing creative content production for digital fashion and luxury brands

The future of luxury is digital, scalable – and radically more sustainable. As brands face rising pressure to reduce environmental impact, the way content is produced has come under new scrutiny. Traditional methods—shipping samples, building sets, flying teams around the world—are no longer tenable at scale. It’s time for a smarter, more sustainable model.

Sustainability isn’t a compromise – it’s the new competitive edge in digital luxury.

That’s where CLX, an eClerx company, steps in. At their newly launched Paris studio, CLX is pioneering a digital-first approach to creative content production—one that dramatically cuts waste, emissions, and inefficiencies, without sacrificing quality or brand integrity. By combining generative AI, high-resolution 3D scanning, and creative expertise into one digital asset management solution, CLX enables luxury brands to scale content production while supporting their sustainability goals.

Modern luxury brands are distinguished not only by exceptional craftsmanship, but by the compelling stories they share—through boutique displays, eCommerce platforms, social media, and digital campaigns. Yet, many creative teams continue to rely on outdated, labor-intensive workflows. To keep up with the demands of modern storytelling, brands need agile, scalable solutions that match the pace of today’s digital landscape.

Rewriting the rules of content creation

CLX offers a more efficient, eco-conscious approach to creative content production. Using advanced 3D scanning and CGI, a product can be digitized once and then reused across countless touchpoints—from immersive AR try-ons to interactive product pages to dynamic digital campaigns. A single scan can eliminate the need for multiple physical shoots, drastically reducing travel, shipping, and material waste.

Consistency without compromise

Fragmented production models often lead to inconsistency and waste. CLX eliminates that by unifying creative teams, tools, and workflows into a single content engine. Your brand gets a digital asset management solution that works across teams – so your in-house photographers, stylists, art directors, and editors can collaborate, end-to-end, to ensure brand identity is preserved across every asset, all while avoiding unnecessary reshoots and delays.

Built to scale, designed for impact

As fashion brands expand SKUs and drop cycles, CLX helps remove production bottlenecks with a digital asset management solution that scales alongside brand needs. Whether building a pop-up studio in-store or accessing global styling talent through CLX, brands gain flexibility without increasing their environmental footprint.

The environmental cost of content

The fashion industry’s environmental impact is well-documented—but the hidden toll of creative content production is often overlooked. According to the World Economic Forum, digital technologies could reduce global greenhouse gas emissions by up to 20% by 2050. CLX contributes to this vision by enabling brands to shift from physical to digital, reducing emissions associated with shipping, travel, and physical set design.

A smarter, cleaner path for luxury brands

This digital asset management solution isn’t just a better way to produce content—it’s a cleaner, faster, and smarter way forward for fashion and luxury brands. The CLX Paris studio redefines what’s possible when sustainability, creativity, and technology come together. It’s time for luxury to evolve—not just in look and feel, but in process and purpose.

Contact us to learn how CLX’s digital content creation services can help your brand create more content—with less waste, more agility, and greater impact.

Unlocking the Buy Box advantage in B2B eCommerce

In the competitive world of B2B eCommerce, winning the Buy Box can be the difference between steady sales and stagnant listings.

The Buy Box, explained: How it works in B2B selling

The Buy Box is the default purchase option prominently displayed on a product page, streamlining the path to checkout and heavily influencing buyer decisions. While the concept is well-known in B2C marketplaces, its B2B counterpart has unique nuances, such as the absence of one-click purchasing in favor of cart-based workflows, reflecting the complexity and scale of business buying behavior.

This guide explores how sellers can use B2B market intelligence to understand these dynamics, optimize their listings, and design a digital shelf strategy that consistently wins the Buy Box in B2B marketplaces.

Why the Buy Box drives revenue in B2B marketplaces

The Buy Box is where most purchasing decisions are made. When multiple sellers offer the same product, marketplace algorithms select one listing to feature in this high-visibility spot. The seller that wins the Buy Box becomes the default choice for buyers, driving higher conversion rates and revenue.

While the Buy Box concept exists in both B2C and B2B settings, the dynamics are distinct. For instance:

• Checkout behavior differs: Instead of one-click “Buy Now” options common in B2C, B2B platforms typically require buyers to add items to a cart, reflecting larger, more complex purchases.
• Price competitiveness goes beyond unit cost: In B2B, algorithms often weigh total value, including bulk discounts, shipping terms, and overall pricing strategy, when determining which seller earns the spot.

Winning the Buy Box means becoming the first and most convenient choice for buyers, making it a critical part of any B2B digital shelf strategy.

The metrics behind winning the Buy Box           

Success in B2B eCommerce is driven by B2B market intelligence. Digital marketplaces offer a wealth of insights that help sellers understand buyer behaviour, fine-tune their digital shelf strategy, and improve performance where it counts most. From sales velocity to conversion rates, the right B2B market intelligence reveals how likely a seller is to earn and keep the Buy Box.

Several key metrics are especially critical:

• Conversion rate: This is a core indicator of listing effectiveness. While general averages range from 10–25%, B2B products under $50 often convert at around 15%, with more expensive items seeing lower rates around 3–5%. Segment-specific conversion rates can go even higher with tailored content and targeting.
• Traffic volume: To measure conversion rates meaningfully, product listings should generate at least 100 views per month. Low traffic can distort performance insights and limit optimization potential.
• Paid media efficiency: Marketplace ads and paid promotions should ideally deliver a return on spend between 12–20% at scale. To maintain profitability, ad spend should represent no more than 3–5% of total channel sales.
• Buy Box win rate: This metric tracks how often a seller’s listing is selected as the default purchase option. A win rate above 90% signals strong channel management; 95% is best-in-class. Reducing direct competition to fewer than 10 resellers can improve this rate significantly.
• Seller health rating: Customer reviews and service performance directly influence algorithmic ranking. Strong operational execution builds trust and boosts visibility.

Data-driven teams that use advanced tools (e.g., AI for personalization and pricing intelligence) to create their digital shelf strategy are significantly more likely to grow market share. Knowing your key metrics and acting on them is the foundation of Buy Box success.

Proven strategies to win the Buy Box

Earning the Buy Box consistently is a clear indicator of effective marketplace strategy and strong channel control. To secure this, sellers must align with the criteria evaluated by marketplace algorithms, including pricing, fulfilment reliability, and seller performance.

Here are the key strategies that successful sellers use:

• Stay price-competitive, intelligently: Price is an important lever in winning the Buy Box. Sellers that consistently offer the most competitive pricing (while still maintaining margin) are far more likely to be selected. Using dynamic pricing tools that automatically adjust based on competitor activity helps sellers stay ahead without manual effort.
• Offer tiered discounts: In B2B digital shelf strategy, volume matters. Providing bulk or quantity-based discounts not only meets the expectations of business buyers but also strengthens your pricing appeal in the algorithm’s ranking logic.
• Optimize fulfilment operations: Fulfilment method is a critical factor. On many B2B marketplaces, both platform-managed and seller-managed fulfilment are treated equally, so the focus should be on speed, accuracy, and reliability. Ensure inventory is in-stock and delivery timelines are clearly communicated and met.
• Boost your seller rating: High ratings and strong customer service metrics signal trust and reliability. Maintaining a healthy “seller score” by minimizing returns, resolving disputes quickly, and generating positive reviews improves your chances of winning the Buy Box.
• Limit channel conflict: Too many competing resellers on the same product can dilute your Buy Box win rate. Where possible, streamline your distribution to reduce internal competition. Aiming for fewer than 10 resellers per product can significantly improve Buy Box performance.
• Track and aim for a high win rate: Sellers that win the Buy Box over 90% of the time are considered top performers. Achieving a 95%+ win rate is a strong signal of strategic channel management and platform alignment.

Winning the Buy Box is the result of a coordinated digital shelf strategy that blends pricing intelligence, operational excellence, and channel discipline.

Conclusion: The digital shelf is the new front line

The Buy Box in today’s eCommerce world is a sales-critical feature. Securing this prime placement means outperforming other sellers not just on price, but through a finely tuned balance of fulfillment performance, stock availability, and seller reputation.

Unlike B2C, the B2B Buy Box heavily factors in total cost and volume-based incentives, making strategic pricing and bulk discounting essential. Success in this space is ultimately driven and informed by data. Businesses that use B2B market intelligence to actively monitor performance metrics, leverage automated pricing tools, and maintain a lean competitive environment (ideally fewer than 10 rivals) stand the best chance. Aim for a win rate above 90%, and you’re ahead of the game.

How we can help

eClerx’s Market360 is built to tackle these exact challenges by offering B2B market intelligence, including deep visibility into pricing, inventory, and seller performance across marketplaces. It empowers the brands with live tracking of stock availability, buy box wins, pricing fluctuations and promotional activity by 1P/2P/3P sellers across online channels, to ensure competitive positioning and maximize sales opportunities.

Contact us to talk about how Market360 can provide the B2B market intelligence to help you optimize for the B2B Buy Box and sustain high win rates with confidence.

Mobile-first customer acquisition through digital journeys

Client:

A global consumer and wealth management bank.

Challenge:

The bank was struggling to drive customer acquisition through digital channels due to fragmented experiences and limited visibility into journey performance. The customer experience was fractured across mobile app and web, leading to low app downloads, poor engagement, and gaps in measuring campaign effectiveness.

Acquisition efforts spanned multiple channels — paid social, SEM, and email — but lacked a unified measurement approach. Attribution gaps limited visibility into campaign performance, while conversion tracking could not measure outcomes beyond initial interactions. Mobile engagement was another blindspot, with the bank focusing only on installs without tracking deeper in-app activity. Scattered data across digital touchpoints prevented a holistic funnel view, reducing the efficiency of channel spend and making ROI optimization difficult.

Solution:

eClerx partnered with the bank to deliver a comprehensive digital journey orchestration framework, designed to unify measurement, optimize attribution, and enable mobile-first customer acquisition.

We implemented OneLink and in-app event tracking, providing end-to-end visibility across web-to-app journeys. Campaigns were enhanced with SmartScript-generated OneLinks, enabling dynamic optimization and unified reporting across channels. Advanced attribution modeling was built by integrating Google and Meta platforms, allowing the bank to measure performance more accurately, optimize spend allocation, and improve ROI.

Post-install analytics tracked deeper engagement behaviors such as form completions and product usage, turning app installs into measurable value drivers. Finally, unified reporting connected all digital touchpoints, giving the bank actionable insights into funnel performance and powering smarter decisions for customer acquisition.

Impact:

• 20% increase in app downloads driven by optimized web-to-app journeys
• 100% visibility across customer journeys with unified measurement
• Multi-channel attribution tracking implemented across paid social, SEM, and email
• <2 minutes delay in performance data, enabling near real-time optimization

By orchestrating digital journeys end-to-end and embedding advanced analytics, eClerx helped the bank accelerate mobile-first acquisition, optimize marketing spend, and deliver measurable ROI.

Gamified loyalty to drive engagement and advocacy

Client:

A leading global luxury beauty retailer with a strong presence in Asia.

Challenge:

The client was facing low engagement in Asian markets despite being a global powerhouse brand. App usage remained low, customer interactions were inconsistent, and lifetime value (LTV) was declining. The weaker engagement was also contributing to lower social sentiment compared to western markets.

While the client’s MarTech stack was anchored in Braze and Salesforce Marketing Cloud, campaign execution remained manual and resource-heavy, slowing down time-to-market. Data latency limited real-time orchestration, making it difficult to respond dynamically to customer actions or intent. More critically, there was no personalization engine capable of creating interactive experiences, leaving the retailer unable to spark meaningful customer engagement.

Solution:

eClerx partnered with the retailer to design and deliver a gamified loyalty strategy, seamlessly integrated into the client’s existing MarTech ecosystem.

We introduced Smartly.io Dynamic Content Optimization, extending the client’s personalization capabilities while enabling faster, more responsive data flows. To capture customer attention, we developed lightweight, interactive games using HTML, CSS, and JavaScript, embedding them into the brand’s app and digital channels to create fun and engaging experiences.

Deep expertise in Braze and Salesforce Marketing Cloud allowed us to integrate Smartly.io into the client’s stack, ensuring unified data flows across channels. Real-time two-way synchronization enabled the tracking of user behavior and the instant triggering of gamified, personalized messaging. In addition, dynamic landing pages were built with AmpScript, supporting omnichannel orchestration across email, SMS, and in-app notifications.

This transformed the client’s approach from a traditional multi-channel setup into a truly omnichannel engagement engine, combining gamification, personalization, and automation to boost app usage, brand engagement, and customer advocacy.

Impact:

• 20% lift in user engagement, surpassing the 10% goal
• 12% increase in conversions, driving incremental revenue
• 20bps improvement in brand sentiment across social media
• 2M+ additional users engaged through gamification campaigns

By blending gamification with real-time personalization, eClerx enabled the retailer to re-energize its app strategy, foster deeper engagement in Asia, and strengthen brand advocacy at scale.