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 Archana Sangili
5, May 2016
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.
by Vimal Abraham
4, May 2016
It is disheartening to see industry leaders not investing much in understanding ‘who I am’ more than ‘what I might need’.
by Roshini Cherian
3, May 2016
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?
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.
by Sheela Narashiman
26, April 2016
Customer experience is neither rocket science nor a herculean task. Sometimes all it requires is just a bit of training
by Kaustubh Sathe
22, April 2016
An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”
21, April 2016
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.
19, April 2016
With advent of analytics and expertise in integration, the opportunities to personalize and humanize customer interactions is at its pinnacle today.
14, April 2016
The growing usage of technology is affecting how companies across conduct their businesses. Exciting digital landscapes have opened up all over the world, with more than half of the population engaging in social media activity through their mobile phones.