author by Sheela Narashiman

19, October 2017

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Looking back, you realize that an avalanche of technology change has just hit you in the face. Our lives are never going to be the same, neither tomorrow nor the day after. We are living in a truly transformative age. An age where colossal technology developments are taking place every moment. Look around and you will realize that you are in the midst of a hyper-accelerated transformation phase, in a world of instantaneous information and plethora of data.

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author by Archana Sangili

13, October 2017

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Welcome to the 47th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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author by Sheela Narashiman

10, October 2017

Customer Engagement Hubs are the need of the hour

In an extremely competitive market place, customer experience has become a critical differentiator. However, many enterprises engage their customers via isolated and disconnected silos or they view it as iterations of existing business processes, with some incremental new function or automation. Since these silos are disconnected, they create lack of synergy and coordination leading to […]

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author by Archana Sangili

6, October 2017

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Welcome to the 46th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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author by Roshini Cherian

28, September 2017

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Customers always want to be a part of the latest trends, rather than being called a paddlepuss. The same goes with enterprises too when they need to upgrade technology in order to service their customers better and stay ahead of competition. Throughout the four waves blog series, we have been talking about how technology in […]

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author by Archana Sangili

22, September 2017

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Welcome to the 45rd edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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author by Roshini Cherian

21, September 2017

Dive into Contact Center Technology insourcing

We’ve all heard the phrase ‘practice makes perfect’ and this holds true when you attempt to learn a new skill, like riding a bike, surfing or even deep sea diving. While this applies to many industries, the contact center industry, over the years, has seen critical functions and processes making its way back into the hand-holding of enterprises.

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author by Archana Sangili

15, September 2017

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In this blog post, we bring to you the best of customer experience news, trends, and insights around the world.
In this edition, we bring you Artificial Intelligence. We also discuss how businesses are increasing realigning their strategy to deliver better customer experience.

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author by Roshini Cherian

14, September 2017

contact center evolution big waves

A contact center’s (CC) path to providing seamless and proactive customer experience is beset with barriers, large and small. While it seems to be a single point A to point B interaction, there is more to it than just the goal and outcome. This journey can be compared to a surfer’s experience while riding the unpredictable waves in the ocean.

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author by Sheela Narashiman

12, September 2017

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In today’s digitalized world, technology has become sine qua non. The modern human would be at a loss in a world without Google, Netflix or Amazon. Interactions between customers and enterprises continue to evolve along with the advancements in technology and infrastructure. The quintessential customer of today is moving away from brick-and-motor stores. And global enterprises, led by future thinking, are rapidly transitioning towards an environment in which they can easily and symbiotically discover, engage and retain customers.

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