‘The Customer is Always Right’ to ‘The Customer is Everywhere!’

The customer is always right…it’s a slogan anyone in the customer service industry is well aware of not to mention the trials and tribulations...
CX: Customer Experience Concept

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...

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...

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...

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

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...
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...
Chatbot

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...

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...
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...