Introduction Customer Experience (CX) remained an ignored arena as companies were paying little to no attention to their customer experience strategy. However, the increased competition in the market has changed the scenario. The consumer’s experience management market is growing at around 17% every year, a trend that will continue in the future as well. Companies are used to toning products …
A study by Springer Link projects the growth of the global gaming market to grow by more than $180.1 billion in 2021. Being one of the fastest-growing industries, an increasing number of game developers are looking towards artificial intelligence (AI) and game engines augmenting AI and analytics to reinvent the gaming models and game creation process. Moreover, a study by …
A shift from Shared Services Centres (SSC) to Global Business Services (GBS): Think Globally, Expand Rationally, Execute Strategically Shared service centres (SSCs) were created with the objective of demonstrating and delivering business value to internal stakeholders in accounting, procurement and IT support etc. SSCs are a unique combination of people, processes, and technology that support enablement functions in: Consolidation and …
Travelling is the ultimate wonder drug for Humans. Numerous studies & scientists link the DRD4 genome in human DNA, to our longstanding desire to travel. Justin Garcia, a biologist from Indiana University’s Kinsey Institute told Travel + Leisure that our biological history can be related to the modern-day travel wanderlust. Billions of humans are wired to travel, feeling it as an …
When a company’s customers increase, it leads to more profits, and every day feels exciting. It’s a great feeling to see your business grow. However, when a business grows, so does its demands and if your business is not equipped to take care of these demands, it can present challenges. To help take off this weight, automating processes in ecommerce …
Ecommerce companies in the recent past had to rely on their own intuition to understand customer’s buying behaviour to make key business decisions. Even though companies were tracking historical data on the customer’s online journey, they didn’t know how to use this data to their advantage. Today, if your business is trying to gain a foothold at a time when …
Have you ever bought a gadget but hardly used it? Not because it was outdated; but because there was hardly any need to buy it. Let’s face it; today’s gadgets can be upgraded/updated and sustained with a decent amount of time. But because we feel the need to possess the latest technology to perhaps compete with our peers or friends, …
This is the age of rising customer expectations. A recent study indicates, 80% of the consumers who ask a brand a question on social media expect an answer on the same day. This increasing demand in service levels require contact centers to take necessary action to achieve customer delight or get squeezed out by the competition. Automation is one such …
Understanding the uberized working model If one has to explain uberized customer service in a single line, it will be ‘fulfilling customer service request on demand through a flexible and virtual workforce in the shortest possible time frames.’ The biggest enabler of this model is the expanding gig workforce across the world led by diverse agent profiles – more industry …
The transition to working from home has driven the need to a different kind of workforce collaboration. The situation we are in has forced us to accept a new way of working, a new way of education, entertainment consumption etc. The pandemic in a way has worked as a catalyst that has exposed vulnerabilities of many organizations. Several companies have …
