by Roshini Cherian

9, February 2017

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  • Customer Experience
  • Omni Channel
  • Technology

A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing. With the usage of smart devices and digital platforms rising, Artificial Intelligence is taking over and bridging the gap between enterprises and customers.

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by Sheela Narashiman

7, February 2017

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  • Customer Experience
  • Technology

The IoT (Internet of Things) is no longer a distant dream. The digital world is converging with the physical world. We are now moving into a smarter world where just about anything can be connected. Enterprises have to see how best they can utilize IoT to provide effortless customer experiences that ultimately results in customer loyalty, additional revenues, and optimized efficiencies.

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by Roshini Cherian

3, February 2017

ecommerce customer love
  • Customer Experience
  • Customer Service
  • Technology

What if the brands that you shop at or use on a daily basis surprised you out of nowhere? Wouldn’t you feel special? I certainly would. And that’s when you wouldn’t feel like just one of the million customers of that brand. Perhaps, the chosen one among that million.

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by Shashi Nirale

12, January 2017

Digital customer Experience
  • Cloud
  • Customer Experience
  • Mobile
  • Technology

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.

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by Servion

9, January 2017

IOT for contact center
  • Contact Center
  • Customer Experience
  • Technology

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 […]

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by Archana Sangili

23, December 2016

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  • Customer Experience
  • Technology

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.

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by Archana Sangili

16, May 2016

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  • Analytics
  • Contact Center
  • Customer Experience
  • Technology

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.

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by Servion

10, May 2016

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  • Contact Center
  • Omni Channel
  • Technology

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.

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by Sanjay Kalra

28, April 2016

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  • Customer Experience
  • Omni Channel
  • Technology

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.

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by Kaustubh Sathe

22, April 2016

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  • Contact Center
  • Technology
  • Workforce Optimization

An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”

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