by Servion

20, November 2017

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New Delhi, Nov 19:   Customer experience management solutions provider Servion plans to ramp up its headcount in India with the addition of over 200 people in India on the back of strong growth in its business in the country. Servion, which has a significant chunk of its 1,500-strong workforce in India, has three centres in […]

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by Servion

20, November 2017

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Getting emotional about AI It’s a cruel, but persistent belief that call centre work is a repetitive and low-skilled occupation.  Call centres or, to give them the sector’s preferred description, contact centres have been the butt of a thousand jokes and anecdotes. Yet they employ many more thousands in what can be demanding and complex roles. […]

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by Servion

17, November 2017

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Ever since mobile messaging applications exploded onto the scene a few years ago, the hype around customer experience automation – using chatbots – has been gaining steady momentum. It has been garnering broader appeal, along with the growing reliance on digital conversations. Popular messaging platforms such as WhatsApp, Facebook Messenger, Kik, and WeChat have gone […]

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by Servion

17, November 2017

Artificial Intelligence. Composition on the subject of Future Technologies. 3d rendered graphics.

Autonomous agents make up the living network in enterprise Autonomous agents, software-based smart machines, are becoming a strategic necessity for many organisations, having a broad impact on enterprise operations. But to what extent will they affect enterprise networks? Autonomous agents make up the living network in enterprise As AI and machine learning advance, there will […]

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by Servion

17, November 2017

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Are you ready for the cloud success era? Times are changing for the channel, and the single biggest propagator of the change is cloud computing. It’s having a dramatic effect on how the channel does business, prompting many traditional resellers to re-evaluate and redesign their business models to accommodate the shift in how their customers […]

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by Servion

17, November 2017

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he role of contact center is undergoing a paradigm shift. It is no longer focused on sales and services alone, but working toward deepening customer engagement by offering differentiated experiences that integrate the human touch with digital channels— chat, mobile, video and social media. The contact centers are combining right channel strategy and proactive contact […]

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by Servion

17, November 2017

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Rising trends of analytics due to increased digitization and availability of real-time data results into adoption for customer behaviour data analysis. This analysis majorly focuses on marketing operations to take effective marketing decisions. The requirement of customer behaviour data analysis creates/increases the demand for customer journey analytics. Customer journey analytics is a combination of marketing […]

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by Servion

2, November 2017

A new kind of currency: the emotion economy

It’s always been important for businesses to understand their customers. More recently, this has been done by collecting data on past actions, and analysing that data to predict what each customer’s next action might be.

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by Servion

1, November 2017

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SAN JOSE, Calif., Oct. 30, 2017 /PRNewswire-iReach/ Prakash Arunachalam, CIO of Servion Global Solutions, a specialist in the Customer Experience Management domain, has been accepted into the Forbes Technology Council, an invitation-only community for world-class CIOs, CTOs and technology executives. Prakash Arunachalam joins other Forbes Technology Council members, who are hand-selected, to become part of a curated network […]

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by Servion

11, October 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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