‘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...

Matrimony.Com’s Technology Delivers Superior Matches and Exceptional Customer Experience

"In today’s world where customer experience drives success or failure, our strategy is to drive profile registrations and expand our user base by enhancing...

Have You Discovered Customer Emotion Management Yet?

A long time ago, someone told me that people will not remember what you said, or did, but they will always remember how you...

Customer Communities: The Engagement Economy’s Best Kept Secret

In a time when our customers hold the power, when they don’t want to be marketed to, and when they want to be engaged...

Is Your Content Strategy Focusing on Making Your Customers Feel Great?

We all know good marketing makes the brand look good and cool, but real success lies in making your customers look good in front...
Still Delighting Customers? Try Making it Easier Instead

Still Delighting Customers? Try Making it Easier Instead

A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew. Humans hate effort. The...

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...

Paul Writer in Association with Oracle India Unveils India’s First CX Portal – Let’s...

Paul Writer in association with Oracle India today launched an exclusive site focused on Customer Experience (CX) and dedicated to Customer Experience, Sales, Digital and Marketing...
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...
CX

Designing CX That Works For India

Customer Experience (CX) has evolved from being transactional to being a lifecycle program that needs to be managed across multiple channels and touch-points. Marketers...