Is your CEM solution making you money? – Driving ROI Did you know that your CEM can positively impact the bottom-line figures of your organisation? As true as it is, organisations are often hesitant when it comes to investing money in CEM as they are unsure of the elusive nature Read more…
Decoding Customer Centricity To Drive Digital Transformation Does the term ‘Customer Centricity’ sound Greek and Latin to you? Let’s catch you up to speed! We live in a world today where we must adapt to the rapid advancements in technology in order to ensure relevance and longevity. Digital transformation is Read more…
VOICE OF AMBASSADORS Can Omni Channel Strategies Lead To Customer Centricity? Organisational culture defined by a customer-centric approach is in a way an element of past now. Wait, what? Hold on! The idea is not to deny that a positive customer experience before and after the sales process drives repeat business, word of Read more…
VOICE OF EXPERTS Ignoring your customer can be emotionally draining Recently, my wife and I were at a carry out food establishment. We had never been to this particular establishment before. When we walked through the door, everyone behind the counter seemed to be working, getting orders together, preparing the Read more…
VOICE OF EXPERTS May the Force be with you! What is the most powerful force sweeping organizations today? Consumer Engagement. Call it a CX platform or CEM for convenience sake, that is what enables customer engagement. What that really is, is a continuous loop of consumer co-created business improvements led Read more…
VOICE OF EXPERTS What creates your next USP? A simple answer – ‘Customer-First’ culture! Consumers today have infinite choices in terms of products and services, instant access to information and minimal to zero commitment toward brands. These attributes coupled with the ability to often share one-off or biased feedback on Read more…
From voice to text – CX is transforming “Your call is important to us. Please stay on the line. The next available agent will assist you shortly.” Most Customer Experience professionals often wonder what is more important to call centres, the call or the customer? In most cases, customers wait Read more…
VOICE OF EXPERTS If only they knew what their customers know There are no good or bad products; just the experiences. Good or bad – these experiences are a part of our daily lives. These experiences are a sum total of the stimuli around us and our ability to let Read more…
Agile approach of converting NPS Detractors to Promoters When was the last time you made a purchase online without reading the reviews? Don’t recall right? You’re not alone. Almost 78% of consumers read reviews online before making a purchase (Spiegel Research Center). In order to take complete advantage of the Read more…
Redefining Retail, One Moment At A Time. The retail industry is constantly changing and there are always new challenges faced by the players in this competitive industry. Since 2017, there have been several major retail companies that have filed for bankruptcy and this phenomenon might continue through this year. Though it does Read more…