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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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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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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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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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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by Archana Sangili

8, September 2017

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Welcome to the 43rd 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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by Servion

7, September 2017

Important Contact Center Metrics

Organizations that care about delivering high-class customer experience and benefit from long-term profitable growth, should focus on tracking contact center metrics. This will help them understand how their contact center is performing, what needs to be done to improve its standards, how it can improve its employee performance, how to identify weaknesses prevalent in the system and set goals for both the individual and the organization.

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by Roshini Cherian

5, September 2017

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Each time you visit a restaurant, what matters the most to you? Is it just about the food? Or the service? Perhaps, you are a stickler for the logistics behind the process of eating out. For instance, how long does it take you to pick a restaurant? From narrowing down a restaurant and factoring its […]

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by Roshini Cherian

31, August 2017

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In the recent Walt Disney-produced film ‘Zootopia’, a scene between a rabbit and a sloth who works at the Department of Motor Vehicles office demonstrates what bad customer experience used to be like. While the rabbit is in a rush to get the license details of a speeding car, but it gets stuck with a […]

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by Sheela Narashiman

30, August 2017

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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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