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.…
Posts tagged as “CRM”
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,…
We have all heard of the winner’s curse. I see this in action almost every day when I meet various marketing heads. Everyone is just looking at quick wins and…
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…