CX Management

A platform for feedback. It collects feedback from Web, SMS, and Email, uses NLP for sentiment analysis, routes complaints to departments, and triggers satisfaction surveys.

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Challenge Brief

Design a customer experience platform supporting feedback collection, enquiries, complaints, service requests, satisfaction surveys, case management, escalation, response tracking and CX analytics.

Key Challenge Question

How can NITDA use digital technology to understand customer needs, improve service experiences and systematically resolve stakeholder issues?

Goals & Mission

To create a data-driven customer experience management system that improves responsiveness, stakeholder satisfaction, service quality and trust in NITDA.

Challenge Information

Alignment: Aligned with Pillar 8: Cultivate a Vibrant Organisational Culture and an Agile Workforce in NITDA
Category: Internal Processes/ Ongoing Projects
Entity: department
Created by: Mohammed Mahmud
Created: Aug 12, 2026
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