by Sheela Narashiman

19, October 2017

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  • Contact Center
  • Customer Engagement Hub
  • Customer Experience

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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by Sheela Narashiman

10, October 2017

Customer Engagement Hubs are the need of the hour
  • Customer Engagement Hub
  • Customer Experience

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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by Sheela Narashiman

19, September 2017

Efficiency in operations
  • News

Customer experience professionals are constantly faced with a myriad of acronyms and questionable descriptions, which might explain why some have found the term “customer journey analytics” confusing. As a remedy, here we examine some key myths and misunderstandings around customer journey analytics (CJA) and, in explaining why they’re wrong, shed light on why CJA is […]

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by Sheela Narashiman

12, September 2017

Virtual Reality - web banner
  • Artificial Intelligence
  • Robotic Process Automation
  • Technology

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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by Sheela Narashiman

30, August 2017

Web_Banner_the 4 Waves
  • Contact Center
  • Customer Experience
  • Omni Channel

There is a general adage that barring confidential information – everything else is available on Google. Well, that seems to be true the minute one starts searching for some information. Just type ‘Evolution of the call center’ and Lo! the best suited options are displayed on the screen. Most of these articles have looked at […]

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by Sheela Narashiman

8, August 2017

Interaction analtyics for banking industry
  • Analytics
  • Artificial Intelligence
  • Contact Center

Artificial Intelligence (AI) is no longer a new jargon in the banking industry. However, what is new is that AI is moving beyond back-end processes to front-end interactions. According to Accenture’s ‘Banking Technology Vision 2017’ study, the banking industry will revolutionize the way it gathers information and interacts with customers. Banks will move towards simpler user interfaces that will help create a more personalized customer experience.

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by Sheela Narashiman

29, June 2017

Banner- lasting customer experience
  • Contact Center
  • Customer Experience
  • Customer Service

Most organizations boast about customer centricity when it comes to executing and creating a wow experience, they fail. Delivering a lasting customer experience has never been more important to business especially at this digital age where customers are more knowledgeable and demanding.

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by Sheela Narashiman

13, June 2017

Unlock the power of customer analytics banner
  • Analytics
  • Artificial Intelligence
  • Customer Experience

In an age where the customer is king, customer data is an organization’s most important asset, and customer analytics is the key that unlocks the value of that asset. Customer analytics is the systematic examination of customer information. Customer analytics professionals mime data to identify and quantify the impact of customer pain points to deliver personalized and superior experiences. Recently, customer analytics has become the most critical technology investment for enhancing customer experience. For example, organizations use customer analytics to improve product development and service delivery. Some financial services use analytics to prevent compliance and regulatory issues. According to Gartner’s 2017 Customer Experience Innovation Study, customer analytics continues to be the top focus to improve customer experience with over one-third of respondents planning to increase their investments in this technology.

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by Sheela Narashiman

30, May 2017

The rise of robots banner
  • Artificial Intelligence
  • Technology
  • Virtual Assistants

Looking back, when one thinks of all those science fiction movies that hit the screens with robots of varying sizes and shapes little did it occur to the human mind that robots would one day begin to dominate. But the fact is, robots have now taken over and have begun to evade all walks of […]

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by Sheela Narashiman

25, April 2017

Graham Bell Telephone
  • Customer Journey
  • Technology

On the way home, you pass the old telephone booth round the corner. You’ve never paid much attention to it. In fact, there are days that you have passed by and it failed to catch your eye. But today is different. You’ve lost your mobile and the old telephone booth suddenly seems to spring to life. You step into the dingy booth to find an old rotary phone. You drop the coin in the slot and start dialing. You hear the hello at the other end and that is when you realize how important this instrument is.

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