Strategy

Often, I get asked how you mine data in your contact center platform. Is there…

One of my friends is an avid user of fintech apps. Initially, he was extensively…

I am often asked, “What metric should we use to measure the customer experience (CX)…

The two primary questions that every customer would be concerned about when they face challenges…

Scenario I I call up my mobile service provider for a billing issue. I am…

I spent my last vacation at a beach resort and used an aggregator to book…

What is common between Nokia, Kodak, and Revlon? They were all market leaders in their…

Here is a rule of thumb. Acquiring a new customer or replacing a lost customer…

Banks today use self-service capabilities to address customer needs using technology. You add processing support,…

Customer Lifetime Value (CLV) is the crucial parameter through which businesses predict future demand, strengthen…

The current scenario of the Indian banking sector is very dynamic and competitive. To maintain…

Finance Minister Nirmala Sitharaman said banks must adopt a customer-centric approach by understanding their needs…