Architecture of Empathy

What is Architecture of Empathy I was in a twitter chat recently at #CMO India where I was fortunate to have shared views with some...

Two New Commandments of Customer Engagement

The digital revolution is transforming the relationship between consumers and companies. Nearly all business functions are feeling the effects, but conventional marketing sits squarely...

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...
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...
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...

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...

CRMAA Roundtable: How Do You Deal With Rising Customer Expectations?

Customers are the center of every business. By focusing on the customers and creating strategies that are customer-centric, businesses are sure to succeed. However,...

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...