12, January 2017
Every brand is focused on unlocking the full potential of its Customer Experience (CX) strategies. In this increasingly digital economy, businesses – no matter the geography or domain – are looking to keep their customers engaged, happy and loyal. Today, all you need to do is blink for a second and you may miss out on what your customers want. By the time you can react to it, your competitors may have already stepped in. That’s how rapid the evolution of Customer Experience Management (CEM) has been, over the past few years.
9, January 2017
The only constant is change. Be it an evolving customer service or the contact center industry. The contact center is no different. It has seen and survived, the major transitions from being a call center to becoming a contact center. This transformation was possible and stable because of the adoption of innovation and advanced technology. Innovation is […]
23, December 2016
This week we had the shortest day of the year, yet we had nothing short of an eventful week as far as CX was concerned. We have for this week – Soccer, superheroes and our recent obsession, chatbot. We happen to think it suits the mood of this holiday season. So, this is what happened last week in the world of CX.
16, May 2016
Millennials can recite brand names and take personal pride in flaunting them. For such walking and talking brand advocates, enterprises need to go the extra mile by lending a personal customer care through an actual human being.
10, May 2016
While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time.
by Sanjay Kalra
28, April 2016
While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning, it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.
22, April 2016
An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”