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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by Sheela Narashiman

18, April 2017

Common-Myths-Cloud-Contact-Centers
  • Cloud
  • Contact Center

There is no denying the fact that cloud contact centers have caused a huge upheaval in the call center industry. Firms that need more computing capacity now get it all done in minutes, thanks to cloud technology. Companies small and large are already joining the bandwagon and moving into the “cloud”. Yet with all the growing interest, a great deal of misunderstanding around cloud contact centers still persists.

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by Sheela Narashiman

4, April 2017

Artificial Intelligence Ushers - Conversational Banking
  • Customer Experience
  • Technology
  • Virtual Assistants

The world we live in is an interconnected highway. Not only is it shrinking, but various parts of it are syncing with each other. These days – with the quantum leaps taken by the digital age to connect customers with brands, it is more evident than ever. It is indeed the age of the robots. But, like those old science fiction story-plots once claimed, they aren’t there to take over our planet. Or throw laser beams at us. They are making our systems more efficient and devices – smarter.

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by Sheela Narashiman

21, March 2017

You Wouldnt Want To Repeat An Oscar 2017 With Your Customer Service
  • Contact Center
  • Customer Service

We all like to do things right all the time. But life is full of unexpected moments and mistakes do happen. This year the Oscars too were no exception. It was an uneventful affair that sailed smoothly until the moment when Faye Dunaway erroneously declared ‘La La Land’ as the best picture over ‘Moonlight’. Most businesses that are in customer service, do not know how to handle the situation when things go wrong. They try to conceal the mistake which only worsens the relationship and leads to customer churn.

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by Sheela Narashiman

7, March 2017

personalized customer experience
  • Contact Center
  • Customer Experience

Imagine walking into your usual restaurant thinking about your favourite dish. And before you could take your seat, voila, the dish appears in front of you! Just the right combination and the right taste. Wouldn’t you feel great? I know, I would. Whenever something is personalized for your own use, you get a feeling of supreme satisfaction. It makes you feel valued. And, personalization is key for delivering an amazing customer experience!

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by Sheela Narashiman

28, February 2017

Virtual Assistants
  • Contact Center
  • Customer Experience
  • Virtual Assistants

In its early days, AI research was mostly attributed for promising much more than what could be delivered. However, the last couple of years has turned the tables and there is a growing interest in the field of AI. Dramatic advances in AI and machine learning capabilities is now shaping the future of customer experience. Virtual assistants, chatbots, virtual concierge and cognitive computing are all set to impact the customer experience.

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by Sheela Narashiman

14, February 2017

9-Reasons-Why-You-Should-Consider-Live-Chat_Banner
  • Contact Center
  • Customer Service
  • Omni Channel

The world is changing and with each passing moment, the changes are manifold. As smart technology keeps increasing, customer behavior also keeps changing. Customers are becoming savvier than ever before. According to eMarketer internet adoption will surpass the halfway mark in 2018, when 51.1% of the world’s population will go online, equating to 3.82 billion […]

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by Sheela Narashiman

7, February 2017

iot_banner2
  • Customer Experience
  • Technology

The IoT (Internet of Things) is no longer a distant dream. The digital world is converging with the physical world. We are now moving into a smarter world where just about anything can be connected. Enterprises have to see how best they can utilize IoT to provide effortless customer experiences that ultimately results in customer loyalty, additional revenues, and optimized efficiencies.

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