by Vimal Abraham

22, August 2017

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  • Artificial Intelligence
  • Contact Center
  • Customer Experience

A few years ago, Warner Brothers released ‘Her’, an existential science-fiction movie about a man who develops a special relationship with Samantha – an artificial intelligence-enabled Operating System. As the story progresses, Samantha shows an incredible ability to learn and grow psychologically – and even discusses matters such as love, life, and death. Soon, the OS becomes his sole companion.

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by Vimal Abraham

28, March 2017

Customer Engagement Hub
  • Contact Center
  • Customer Experience
  • Customer Service

As is the case with many technology buzz words, Customer Engagement Hub (CEH) may appear to be more hype than reality. Is it just another jargon marketers use to differentiate themselves in a crowded customer experience market? Will it just remain a box of hollow promises or truly deliver value to the enterprise?

Moving beyond the hype, this blog post will attempt to explain the genuine need for a Customer Engagement Hub and what it means for enterprises today, tomorrow, and beyond 2017.

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by Vimal Abraham

3, March 2017

Customer Experience Lessons from Taoism
  • Contact Center
  • Customer Experience
  • Customer Journey

Lao Tzu was an ancient Chinese monk who worked in the imperial library of the Zhou Dynasty, in 6th century BC. Known as the founding father of Taoism, legends say Lao Tzu was born with white hair having spent eighty years in his mother’s womb. Well, what has Lao Tzu or Taoism got to do with customer experience?

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by Vimal Abraham

21, February 2017

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  • Contact Center
  • Customer Experience
  • Customer Service

The digital age has irreversibly transformed the way customers connect with enterprises. Disruptive innovations have empowered customers more than ever before, placing them on the driver’s seat. As a result, customers have grown a zero tolerance for a mediocre Customer Experience (CX). As enterprises look to capitalize on digital business opportunities, contact centers need to transform themselves into customer care centers.

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by Vimal Abraham

21, December 2016

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  • Contact Center
  • Customer Experience
  • Customer Service

Delivering an outstanding customer experience becomes critical to every organization and this responsibility comes down to the contact center. This customer experience revolution has changed the way contact centers are measured.

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by Vimal Abraham

6, September 2016

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  • Customer Experience
  • Customer Service

Marketing has always been about creating a dialogue with customers. Unfortunately, many marketers continue to believe sending as much information as possible to the client is the best way to build engagement. The explosion in digital marketing & automation technologies has just made their job easy.

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by Vimal Abraham

18, May 2016

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  • Customer Service

Shouldn’t anything and everything we do as marketers circle back to the customer? Shouldn’t we as marketers be more buyer-centric than ever before?

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by Vimal Abraham

4, May 2016

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  • Customer Experience

It is disheartening to see industry leaders not investing much in understanding ‘who I am’ more than ‘what I might need’.

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