Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new...
Apr 22, 2021
While 89% of companies think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently, according...
Apr 15, 2021
The COVID-19 pandemic has put extensive pressure on the traditional banking sector to transform itself digitally or risk losing its customers altogether. Often considered digitally advanced, many...
Apr 02, 2021
As industries across the world witnessed a dramatic acceleration in the need for digitization, technology-driven companies are now leading the path to a faster recovery globally. As per NASSCOM’s...
Jan 08, 2021
Automation is a smart investment for companies seeking to elevate their service delivery and customer experience. No matter how well-oiled your delivery engine, there is a chance for errors;...
Dec 11, 2020
The COVID-19 pandemic has forced organizations to accelerate the shift to digital-first in their customers-related initiatives – from customer engagement to transactions and experiences. In fact,...
Nov 04, 2020
Intelligent automation and RPA, in particular, is driving efficiencies for enterprises, resulting in dramatic productivity gains in the back office and enhanced customer experiences in the front...
Oct 09, 2020
Wildcraft India, India’s foremost company in the manufacturing and distribution of head-to-toe products for trek-to-travel solutions, aims to boost its customer experience through a new CRM-as-a-...
Aug 24, 2020
How often have you experienced frustration while shopping online? Ísn’t it disappointing to abandon your shopping cart because the transaction returns an error? Worse, disappointed customers are lost...
Aug 20, 2020
Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online...
Jul 07, 2020
Just 10% of companies were on the right path to building customer-centric supply chains that are resilient and enable growth prior to the COVID-19 pandemic, according to Accenture’s study, titled A...
Jun 29, 2020
Nearly 40% (38%) of consumers will be more conservative in their spending as it relates to shopping in the future once respective state and national business restrictions lift, with nearly one third...
Jun 16, 2020
Indians are raising the bar on data consumption. The world’s largest consumers of data show no signs of abating. At northward of 11GB per user per month, a 30% spike in usage amid COVID-19 has pushed...
Jun 16, 2020
Adoption of Artificial Intelligence (AI) is growing worldwide, according to a recent IDC survey of more than 2,000 IT and line of business (LoB) decision makers. Over a quarter of all AI initiatives...
Jun 11, 2020
The COVID-19 pandemic has required enterprise organizations to shift overnight to an almost completely digital world. Technology departments across the globe are now grappling with surging demand and...
May 29, 2020
It’s a more efficient but somewhat impersonal world when it comes to customer service, according to a Genesys survey. Genesys gauged the sentiments of 5,000 adults in six countries: Australia,...
May 21, 2020
Many a times, customers have high expectations for on-demand transactions and hyper-personalization. However, organizations most often fail to meet these expectations because of lack of understanding...
Apr 14, 2020
Customer Experience (CX) is a growing priority among APAC organizations with one in five (19%) of them identifying CX to be the most exciting opportunity for 2020, according to a report by Adobe and...
Apr 07, 2020
Companies that have seen a positive revenue growth collect more Customer Experience (CX) data than non-growth companies, according to Gartner’s Changing Approaches to Product Development Survey. The...
Apr 01, 2020
Organizations are twice as likely to turn to IT to lead their customer experience (CX) initiatives.. In India, the practice is even more prevalent, with more than three of the four organizations,...
Mar 09, 2020
Only 12% of Asia Pacific (10% in India) organizations are delivering a fully functioning experience, yet more than half (64% in Asia and 74.6% in India) consider Customer Experience (CX) to be a...
Mar 02, 2020
The role of the Chief Technology Officer (CTO) is drastically changing in recent years from a tech-centric role to one having leadership, vision and a more customer-centric approach. In an exclusive...
Aug 19, 2019
Sunder Madakshira, Head of Marketing, Adobe India talks about making customer experience one's business, relevance of unparalleled customer experience in digital era and Adobe's digital experience...
Aug 09, 2019
Worldwide spending on customer experience (CX) technologies will total USD 508 billion in 2019, an increase of 7.9% over 2018, according to IDC’s inaugural Worldwide Semiannual Customer Experience...
Aug 08, 2019
With increasing smartphone penetration and internet access, insurance companies – which have historically been a laggard – are adapting to the modern customer needs by adopting new technological...
Jul 02, 2019
Many businesses are turning to artificial intelligence (AI) such as digital assistants and chatbots to improve the customer experience. However, a new report released by Pegasystems indicates that...
Jun 11, 2019
One of the key reasons for poor customer service is that business decision makers are out of touch with their customers, skipping their real pain and problems, finds a new study, the 2019 Global...
May 20, 2019
The relationship between good customer service and business growth is reciprocal. But a new research shows that many organizations aren’t fully committed to providing the level of service they...
May 17, 2019
Augmented reality (AR) and virtual reality (VR) have the potential to shake up the customer experience by individualizing retailers’ offers and enabling customers to visualize products in different...
Apr 01, 2019
Customer centricity is a reflection of our culture, process, customer experience, customer friendliness and customer satisfaction surveys. It is also an association of our product and quality...
Mar 26, 2019
Enabling the business outcome in a ‘Real-Time’ enterprise environment is the next challenge for global brands and government agenciesin 2019. Tech companies will need to drive hard to continually...
Nov 30, 2018
Zoho today unveiled the next generation of Zoho CRM Plus, its all-in-one customer experience platform that empowers Sales, Marketing, Customer Support, and Operations to work as one. Now, Zoho...
Nov 20, 2018
Zendesk recently released the Zendesk Benchmark Guide for Enterprise, which outlines best practices for two different types of large companies: Digital Natives that have been considered digital since...
Oct 04, 2018
Over one-third of consumers were not impressed with their customer journey citing an average or poor experience, with 83% of consumers citing that they had at least one issue while interacting with a...
Oct 01, 2018
Amdocs, a leading provider of software and services to communications and media companies, recently announced that it has successfully helped Vodafone India to automate its billing operations,...
Jun 28, 2018
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