Digitisation has led to the democratisation of the customer experience like never before. Its impact was already felt in 2019 but going forward it will show a huge delta change.…
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Posts published in “Customer Experience”
Customer Contact Centres are undergoing a transformation globally. I wonder why they have taken such a long time to evolve, maybe because it was a process thing. For marketing teams,…
The pace of change in customer behaviour is huge. A lot of this is enabled by technology and customer bench marking of experiences now cuts across categories. Competition can be…
The concept of brand loyalty is a dying one. Consider the fact that when you search for a product online, you are bombarded with messages from five to ten brands…
I hate it when the same brands come up when we think of innovation and future design, but I guess that’s why they are the marquee brands for which customers…
My inbox regularly gets flooded with a plethora of trends but for some strange reason most of them are on technology, big data and analytics. I am a believer in…