author by Servion

23, May 2016

22_backoffice

Omni-channel marketing experience driven by hard analytics will be the reason behind every successful customer interaction, for the retail industry.

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author by Servion

19, May 2016

20_crystalball

NBAs guide agents with the knowledge of customer preferences at any given time. Customer relationships are further enhanced by this model leading to better business benefits.

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author by Vimal Abraham

18, May 2016

19_jet-ski

Shouldn’t anything and everything we do as marketers circle back to the customer? Shouldn’t we as marketers be more buyer-centric than ever before?

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author 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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author 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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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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