by Vimal Abraham

3, March 2017

Customer Experience Lessons from Taoism

Lao Tzu was an ancient Chinese monk who worked in the imperial library of the Zhou Dynasty, in 6th century BC. Known as the founding father of Taoism, legends say Lao Tzu was born with white hair having spent eighty years in his mother’s womb. Well, what has Lao Tzu or Taoism got to do with customer experience?

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by Sheela Narashiman

28, February 2017

Virtual Assistants

In its early days, AI research was mostly attributed for promising much more than what could be delivered. However, the last couple of years has turned the tables and there is a growing interest in the field of AI. Dramatic advances in AI and machine learning capabilities is now shaping the future of customer experience. Virtual assistants, chatbots, virtual concierge and cognitive computing are all set to impact the customer experience.

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by Roshini Cherian

23, February 2017

Is omni-channel the right way forward

If you were asked to imagine a chair placed in front of you, this is what you would have done. You would perhaps have thought of a comfortable armchair, an ergonomic reclining chair with wheels for the workplace, a rusty old wooden chair that you saw outside your apartment or a chair with a desk attached that you used at school. All of these chairs have only one thing in common: it is four-legged. While the structure of it remains, it is innovatively worked upon to suit various needs, situations or trends.

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by Vimal Abraham

21, February 2017

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The digital age has irreversibly transformed the way customers connect with enterprises. Disruptive innovations have empowered customers more than ever before, placing them on the driver’s seat. As a result, customers have grown a zero tolerance for a mediocre Customer Experience (CX). As enterprises look to capitalize on digital business opportunities, contact centers need to transform themselves into customer care centers.

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by Archana Sangili

17, February 2017

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Hello CX buffs, This week’s customer experience roundup focuses yet again, on Artificial Intelligence and its awesome capabilities which will change the way we go on about our daily lives. Dive straight to the roundup where you find interesting insights on analytics, IoT and contact centers.   Artificial Intelligence Business dynamics world over is gearing […]

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by Servion

16, February 2017

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Small and medium-sized businesses (SMB’s) are considered the backbone and life blood of the contact center industry. They are responsible for generating growth, creating jobs, and using innovation to rapidly grow in new markets. They are a promising yet challenging market because they have their own set of limitations. To compete with larger organizations, SMBs have to be able […]

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by Sheela Narashiman

14, February 2017

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The world is changing and with each passing moment, the changes are manifold. As smart technology keeps increasing, customer behavior also keeps changing. Customers are becoming savvier than ever before. According to eMarketer internet adoption will surpass the halfway mark in 2018, when 51.1% of the world’s population will go online, equating to 3.82 billion […]

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by Archana Sangili

10, February 2017

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Hi there, It’s Friday again. Time for show and tell. The stories from different technologies that dictate our common goal – customer experience. Tales of success, advises preventing failure, what’s hot and some articles that seem fable from the future. Read this CX saga right away.   Cloud More businesses are discovering the benefits that […]

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by Roshini Cherian

9, February 2017

Is Self-service the Icing on the Cake

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. Artificial Intelligence (AI) has made our lives a little bit easier. Gartner research states that AI continues to drive change in how businesses and governments interact with customers and constituents. It has, of course, automated activities and processes. But there’s more to it than virtual assistants like Alexa, Siri, Cortana or Google Now.

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by Sheela Narashiman

7, February 2017

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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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