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 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...

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...

‘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...

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...

Guide Your Buyers Through the Customer Journey with Social Media

The customer journey has changed. With as much as 90% of a buyer’s journey being self-directed, according to Forrester Research’s 2015 report, “Don’t Let...

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...

Back on the Yellow Brick Road: Getting Customers Who’ve Strayed To Re-engage [Infographic]

The Wizard of Oz is one of the greatest journey movies of all time. In it, a heroine brings together a team of charming characters...
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...

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...