Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86% of CX executives in a Gartner survey ranking it as having an equal or greater...
Jun 18, 2018
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. But there’s a difference between providing...
Jun 07, 2018
25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017, according to...
Feb 19, 2018
Vijay Sethi, CIO & Head CSR, Hero MotoCorp Ltd. talks to CIO&Leader, keeping the Vision 2020 in perspective. Excerpts from the interview: Scenarios that are likely to impact your industry by...
May 30, 2017