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CRMAA Roundtable: How Do You Deal With Rising Customer Expectations?

Customers are the center of every business. By focusing on the customers and creating strategies that are customer-centric, businesses are sure to succeed. However,...

Dark Patterns in Marketing

What are dark patterns? Dark patterns – a term that’s recently emerged in the digital lexicon – are methods employed by websites to trick you...
CX: Customer Experience Concept

Expert Speaks- 10 Thoughts on CX for India- 2018

As the year winds down, my inbox and social media stream have started being flooded by the inevitable”2018 CX forecast”, listings. Undoubtedly most of these...
Concept: Happy Customer/Envato Elements

Customer Journey Mapping for Measurable Employee On-boarding Improvement

The Background In 2012, a large multi-national bank saw customer traffic through brick and mortar branches drop by 40% in its largest market. On the...
Chat Bots

My Bots Will Talk to Your Bots

News of the Lufthansa strike in December 2016 reached me as news often does - via a casual post on Twitter of someone saying...
Hospital Experience - Representative Image

Customer Experience Journey to Avoid a Crisis

Trending on social media is the tragic story of a seven year old who died of dengue after allegedly being treated for 15 days...
Customer Journey

The What, Why, How and Who of Customer Journey Maps

Research shows that 81% of consumer brands believe that they have a 360 degree view of their clients while only 37% consumers believe that...
Cusotmers Journey

Five Best Practices For Understanding Customer Journeys

Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across channels. Increase loyalty, retention and sales by...

Performance Bicycle Increases Sales With Deeper Insight Into Customer Journeys, On- And Offline

Embracing commerce in the cloud as the foundation for more personalized, compelling services For big-ticket items, you want to be sure you’ve made the best...

CX Chat: Interview with Delnaz Balsara, Head Customer Experience, Kotak Mahindra

We caught up with Delnaz Balsara, Head - Customer Experience, Kotak Mahindra Prime Limited at Futurist Business Conclave 2017 for a quick & informative...
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