Brands thrive when they deliver a spectacular customer experience (CX). In a digitally connected world we see customers benchmarking brands not just against their traditional competitor set but against the best experiences they’ve had anywhere in the world, irrespective of their industry, platform, and segments. To wow customers and win… read more →
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Customer experience (CX), is not a buzzword, it’s a real thing that describes how the world interacts with your brand, and it’s part of the reason your company is where it is today. Organizations that provide a great experience see and hear customers raving about them on social media and… read more →
Digital ecosystems are alive and ticking. They are impacting your customer’s purchase journey across sectors. It comes as no surprise that most top performing companies today are enthralling their customers by intensely tapping into the digital universe to capture and aggregate the diverse offerings of the multiple players including manufacturers,… read more →
Airbnb is no longer content with championing host-based accommodations. It has entered into a deal with a New York based app Resy to integrate restaurant reservations. The company has also launched Experiences to offer highly curated tours and multiday itineraries of local adventures that were once the exclusive domain of… read more →
Contact centers today hold immense potential to reinvent your customer experience, or CX in short. The then underplayed tele-caller centers are increasingly being turbocharged with robust technology and efficient training to increase customer loyalty and profitability. There can be various approaches to modernizing your contact centers based on your unique… read more →
The importance of impeccable customer service cannot be emphasized enough. While there are many dimensions to customer loyalty and customer experience (CX), one crucial dimension is modern contact centers that support billions of customers. The humble contact centers have, until recently, conjured up images of serpentine loops of employees wired… read more →
Companies that deliver a great customer experience (CX) outperform their competitors. For online retailer Amazon, there’s clearly a link between the experience it has provided customers since 1994 and its ascent to $136 billion in annual revenue. CEO Jeff Bezos is known for his obsession with customers. Amazon’s enviable rank… read more →
The recently concluded (July 10-13) OpenText Enterprise World event at Toronto, Canada had more than 5000 attendees from 56 countries and 400 partners gather to participate in 230 sessions, share best practices, and watch product demonstrations. Here’s my brief in-person account of the event highlights. TCS, a Diamond sponsor of… read more →
Customer expectations have transformed quite radically in the last decade. They aren’t willing to tolerate long waits, slow response times or poor services. They are well aware that the market place is extremely competitive, and they can find someone else willing to do business with them on their terms. New… read more →
Traditional maps of customer journeys – the corporate world’s equivalent of the Old Masters, carefully composed, multilayered, and static – capture a moment of history. They tell us interesting things about the past but nothing about what might happen in the future. The customer journey maps that companies are now… read more →
