by Vimal Abraham

22, August 2017

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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 Sriram Sampath

16, August 2017

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The customer experience sector is full of acronyms and vague descriptors, so much so that some have become quite confused with ‘customer journey analytics’. Here, we examine some of the myths surrounding customer journey analytics, highlighting why it is a vital part of an organisations customer experience management armoury. This is by no means an […]

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by Servion

2, August 2017

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Last evening, we were thrilled to host CXChange 2017 – Servion’s first-ever digital Customer Experience Summit for our clients, partners and peer communities. The pulse of CX was certainly reverberating in the heart of the “city of dreams”. A melting pot of C-Suite innovators were in attendance, ready to share their thoughts on the direction in which the future of customer experience is heading towards.

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by Archana Sangili

28, July 2017

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Welcome to the 38th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends, and insights around the world.

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by Roshini Cherian

27, July 2017

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In the telecommunications industry, poor customer experience is a deal breaker in the relationship between enterprises and their customers. But, it is no easy feat for contact center managers to ensure meaningful and purposeful customer interactions each and every time. With calls, messages and emails going back and forth, about service offerings, new plans, network usages, etc, things can get heated between the customer and contact centers in the telecommunications industry.

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by Archana Sangili

21, July 2017

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Welcome to the 37th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends, and insights around the world.

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by Roshini Cherian

13, July 2017

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Whether Inbound, Outbound, Email, Chat, Mobile, Social or Analytics – it is crucial to engage customers in meaningful conversations in their preferred channel – anywhere and anytime. Especially, in today’s increasingly cloud-powered service ecosystem, it is important to ensure there is no slowdown in the day-to-day operations of the contact center. But, how do you […]

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by Christopher Joel

11, July 2017

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Predictive analytics have been put to extensive use to find out what customers like and what they don’t. Armed with this knowledge, organizations have aligned their campaigns to promote the curate products and solutions based on the insights.

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by Sriram Sampath

6, July 2017

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Customer Journey Analytics is probably the most clichéd phrase in the customer experience ecosystem today. During the course of my discussions with several organizations, I realized that there is a handful who have got it right – both the meaning and the execution. And there are those who are eager to get it right but they lack clarity in execution.

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by Sheela Narashiman

29, June 2017

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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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