author 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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author 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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author 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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author 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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author 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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author 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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author 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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author 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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author by Servion

14, April 2016

ecommerce-banner

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.

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author by Servion

4, April 2016

orchestra-2

Customer Experience is the new battleground for loyalty. The holy grail of sustaining customer satisfaction. And Contact Centers are at the heart of it.

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