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 Archana Sangili

24, March 2017

CX_ED-20-Blog
  • Customer Experience

Welcome. Welcome. Welcome. This is the 20th edition of customer experience roundup. Technology is a cool thing and it has made the business of customer experience evolve with it. IoT, Machine Learning, and Artificial Intelligence are this generation’s technology causing disruptions in the CX space. This week’s roundup talks about this technology and how it impacts the customer experience.

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by Archana Sangili

10, March 2017

CX_ED19-Blog
  • Cloud
  • Customer Experience
  • Technology

We are happy to curate the best of cx from the week that went by. Over several weeks we have been highlighting stories about the future of technologies that will transform the customer experience. This week we want to stress that in this process of embracing modern technologies, enterprises should not overlook the human factor and personalization in the area of customer experience.

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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 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 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 Roshini Cherian

23, February 2017

Is omni-channel the right way forward
  • Customer Experience
  • Omni Channel

If you were asked to imagine a chair placed in front of you, this is what you would have done. You would perhaps have thought of a comfortable armchair, an ergonomic reclining chair with wheels for the workplace, a rusty old wooden chair that you saw outside your apartment or a chair with a desk attached that you used at school. All of these chairs have only one thing in common: it is four-legged. While the structure of it remains, it is innovatively worked upon to suit various needs, situations or trends.

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by Vimal Abraham

21, February 2017

20-Steps-For-Building-Your-Customer-Care-Center_Banner
  • 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 Archana Sangili

17, February 2017

CX-Weekly-Roundup_Edition-17
  • Customer Experience

Hello CX buffs, This week’s customer experience roundup focuses yet again, on Artificial Intelligence and its awesome capabilities which will change the way we go on about our daily lives. Dive straight to the roundup where you find interesting insights on analytics, IoT and contact centers.   Artificial Intelligence Business dynamics world over is gearing […]

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by Archana Sangili

10, February 2017

CX_ED16-Blog
  • Customer Experience

Hi there, It’s Friday again. Time for show and tell. The stories from different technologies that dictate our common goal – customer experience. Tales of success, advises preventing failure, what’s hot and some articles that seem fable from the future. Read this CX saga right away.   Cloud More businesses are discovering the benefits that […]

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