It’s been a few years that Customer Experience has taken centre-stage. But beyond lip service what is the real action on the ground? In my mind CX is hijacked by…
Posts tagged as “customer experience”
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.…
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…
Technology and transformation now go hand in hand. The words have become synonymous and are used interchangeably. It’s almost like there is a technology assault on our senses and sensibilities.…
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…
At any of the Summits one goes to these days there are innumerable presentations on digital transformations and how successfully they are being accomplished and the speed at which they…