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 Not because it was outdated; but because there was hardly any need to buy it.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 …
As airlines try to beef up their schedules for the summer, even though the number of flights will be lesser and airports will mostly seem like ghost towns, no one really knows how soon tourism and business travel in particular will recover. As we wait at home, waiting for a hint of normality, we find ourselves wondering how business travel …
Companies today understand that they are in the customer experience business. When dealing with customers, they must keep in mind that as situations change, so do the customers’ expectations. In today’s times, brands don’t want to lose the opportunity to go beyond customer’s expectations, any opportunity to deliver a tiny bit more than the customer’s expectations will foster engagement and …
Customers play a crucial role in every organization. Brands that are successful have consistent customer focus, which makes them stand out in the crowd. Companies largely rely on consumer data and analysis to understand customer journey and behaviour better. Consumer data can be gathered from various sources and applied to operational practices to provide a better experience. There is decent …
While airlines, hotels, cruises and other travel and tourism based sectors are keen on the return of passenger volume, they are aware that much of it will not be the same. Every day a new update comes up on the irrevocable changes that the COVID-19 pandemic will bring to travel and tourism. Many are optimistic and realistic about the shift …
With the financial strain caused by the impact of COVID-19, several companies have been forced to focus their financial resources into the threats they face at current. Choosing which information to share and how to reassure is a decision that requires careful planning with the current situation. But businesses need to stay relevant at this time more than ever, and …
