by Roshini Cherian

11, May 2016

18_ecommerce

Considering the mass digital consumption of services, has customer experience changed drastically as opposed to when it was delivered from brick-and-mortar stores?

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by Servion

10, May 2016

17_unified-desktop

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 Archana Sangili

5, May 2016

16_11th-hour

How can brands deal with the moment of truth? Is it through staying ahead of times or by taking out time to understand and resolve customer needs? Well, I think that it has to be a combination of the two.

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by Vimal Abraham

4, May 2016

14_phone

It is disheartening to see industry leaders not investing much in understanding ‘who I am’ more than ‘what I might need’.

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by Roshini Cherian

3, May 2016

15_serve

In every interaction, irrespective of the channel, there lies an unconscious but defined objective – to keep the customer happy. But how often are customers satisfied about the experience?

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by Sanjay Kalra

28, April 2016

12_digitalcx1

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 Sheela Narashiman

26, April 2016

9-coffee

Customer experience is neither rocket science nor a herculean task. Sometimes all it requires is just a bit of training

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by Kaustubh Sathe

22, April 2016

8_consultant

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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by Servion

21, April 2016

know-your-customer

Research has proven that while enterprises focus on providing customer service across multiple channels, they are unable to offer a consistent, contextual and personalized service. Omnichannel is not an option; it is a need.

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by Servion

19, April 2016

6_happy-call

With advent of analytics and expertise in integration, the opportunities to personalize and humanize customer interactions is at its pinnacle today.

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