Best of 2018 with Paul Writer: 10 Thoughts on CX for India
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...
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...
Customer-Service Excellence With an Omni-Channel Focus
We’re hearing a lot these days about delivering omni-channel experiences to our customers to make shopping seamless across multiple channels. But what does that...
5 Ways to Focus Your Marketing Efforts on the Customer Experience
According to Gartner, customer experience is the practice of designing for and reacting to customer interactions to meet and exceed customer expectations, to increase customer...
Are You Cultivating Loyal Customers?
Cultivating relationships and building a sustained dialogue pays, at least in the Retail business! It is time to sit up and take notice of...
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...
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...
5 tips to creating Human-like Chatbots in the Conversational User Interface
It’s counterintuitive that a chatbot that is used to automate customer interaction needs to feel human!! But the GUI is now evolving to becoming...
Nine Easy Steps for a Quick Customer Experience Tune-Up
Customer experience (CE) is the new imperative. However, among the top concerns companies have regarding CE are cost and delayed return on investment. The...
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...