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Why Is Customer Perception Important, and How to Improve It?
It is not what you say that matters; what matters most is what they perceive….
Read time: 7 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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Conversational AI – People Will 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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Constraints Drive Customer Service – How Do You Manage Them?
In the early 2000s, I ran a mail management service. When I began, I had…
Read time: 3 min
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Three personal customer experience successes in BFSI
I read an article by Phil Britt on ‘Financial Services Customer Experience: 3 success and…
Read time: 3 min
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Enhancing Customer Experience in Banking and Financial Services Industry – The James Bond Way!
A Vodka Martini, shaken, not stirred, was the classic of bond movies, one of the…
Read time: 3 min
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How do you offer tailormade services to your BFSI customers?
Every organization under the sun is looking at the digital transformation to enhance the customer…
Read time: 3 min
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BFSI contact center reporting and analytics – An opportunity to improve customer experience!
Look at Banking, Insurance, or Financial Services as a business. You are talking about high-value…
Read time: 4 min
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10 reasons to move your BFSI contact center to the cloud
There is a massive shift happening in the contact center industry. Traditional contact centers are…
Read time: 3 min
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Workforce Management (WFM) at the center of BFSI contact centers!
Most contact centers do not know their customers in-depth. This is especially important in a…
Read time: 3 min
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Speech Analytics Enhancing Customer Experience in the Banking and Financial Services Industry
Today’s biggest challenge facing the BFSI industry is to stay engaged with the customer. A…
Read time: 4 min
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Importance of Empathy in Customer Experience
Accenture found that 58% more customers prefer to solve urgent issues by calling for support…
Read time: 2 min
