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Is Customer Experience (CX) The Preserve of Large Organizations
I participated in a discussion a few months ago. One of the first statements made…
Read time: 2 min
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What Should You Do to Take CX to Greater Heights?
Would you suffer occasional transactional losses to ensure excellent relationships with your customers? Or would…
Read time: 3 min
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Friction Is One of the Most Important Causes of Customer Attrition
One of my friends is an avid user of fintech apps. Initially, he was extensively…
Read time: 3 min
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Customer Experience (CX) and Return on Investment (ROI)
Unlike sales or marketing, customer experience initiatives are considered to be the softer components that…
Read time: 3 min
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What Metrics Do You Use to Measure and Enhance Your Customer Experience?
I am often asked, “What metric should we use to measure the customer experience (CX)…
Read time: 3 min
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Does This Company Care For Me?
The two primary questions that every customer would be concerned about when they face challenges…
Read time: 3 min
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Do Customers Hold Grudges After a Bad Experience?
I read an article in Singapore Business Review (SBR) titled, “Consumers hold grudges after getting…
Read time: 3 min
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8 Things We Do Right to Be More Customer-Centric
We are in the business of providing contact center platforms for our customers. We have…
Read time: 2 min
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How Do You Put Your Customer in Control of the Customer Experience?
Scenario I I call up my mobile service provider for a billing issue. I am…
Read time: 4 min
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People Will Eventually Have More Conversations With AI Bots Than With Their Spouses!
Gartner predicts that people will eventually have more conversations with AI bots than with their…
Read time: 3 min
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My Customers Are Angry – How Do I Help Them Out of It?
I read an article in the Times of India titled, “Why driving makes Indians angrier?”…
Read time: 3 min
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How Do You Turn Customer Support Into a Sale, the Omnichannel Way?
I spent my last vacation at a beach resort and used an aggregator to book…
Read time: 3 min
