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...
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...
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...
Why be a CONsumer when you can be a PROsumer?
Did you know that at the recently concluded Consumer Electronics Show (CES) 2015 show in Las Vegas exhibited some interesting products on display that...
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...
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...
True Life: I’m Addicted to Amazon – A Customer Retention Story
I have a confession. I have placed 118 Amazon Prime orders in the last 6 months.
Now, judging by the amount of cardboard in my...
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...
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...
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...