by Archana Sangili

16, May 2016

19_videocall
  • Analytics
  • Contact Center
  • Customer Experience
  • Technology

Millennials can recite brand names and take personal pride in flaunting them. For such walking and talking brand advocates, enterprises need to go the extra mile by lending a personal customer care through an actual human being.

Logo 0

by Roshini Cherian

11, May 2016

18_ecommerce
  • Analytics
  • Customer Service
  • Omni Channel

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

Logo 0

by Servion

10, May 2016

17_unified-desktop
  • Contact Center
  • Omni Channel
  • Technology

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.

Logo 0

by Archana Sangili

5, May 2016

16_11th-hour
  • Customer Service

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.

Logo 0

by Vimal Abraham

4, May 2016

14_phone
  • Contact Center
  • Customer Experience
  • Customer Journey

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

Logo 0

by Roshini Cherian

3, May 2016

15_serve
  • Customer Experience

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?

Logo 0

by Sanjay Kalra

28, April 2016

12_digitalcx1
  • Customer Experience
  • Omni Channel
  • Technology

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.

Logo 0

by Sheela Narashiman

26, April 2016

9-coffee
  • Customer Experience
  • Customer Service

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

Logo 0

by Kaustubh Sathe

22, April 2016

8_consultant
  • Contact Center
  • Technology
  • Workforce Optimization

An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”

Logo 0

by Servion

21, April 2016

know-your-customer
  • Analytics
  • Customer Journey
  • Omni Channel

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.

Logo 0