Conversational AI: Shaping Customer Success Through Smarter Engagements

Conversational Artificial Intelligence (AI) is a technology that adds human flavor to machine-user interactions. It grows beyond conventional chatbots with improved intelligence and better voice recognition capabilities. Conversational AI draws on other advances in cognitive computing like Machine Learning (ML) and Natural Language Processing to replicate and deliver near-human-like responses during interactive sessions. Today, influential megatrends are reshaping the industry …

Delivering Seamless Omnichannel Experience for the Connected Customer

The State of the Connected Customer, 4th Edition has aptly captured the perceivable shift in customer behavior amidst a digital landscape. While 76% of the customers consult multiple channels to arrive at purchase decisions, 83% express the desire for immediate engagement with the brands of their choice. Today, as the relentless emergence of digital platforms is upending traditional commercial dynamics, …

Customer Experience (CX) Analytics Scaling Businesses

Today, investing in intelligent solutions has become mandatory for enterprises to stay ahead of the competition. More and more solutions are leading to increased customer interactions via digital and physical channels which are making it difficult for Customer Experience (CX) leaders to meet exceptional customer expectations. This article throws light on easing the process by strategically analyzing the CX with …

Customer 360 – A Solution Hub for Customer-Facing Challenges

Covid-19 had an adverse effect on the global economy, and most companies worldwide either lost their business or are still thriving with great resilience. The companies in the retail, travel, and hospitality segment are no exception. These industries have endured the repercussions of the pandemic and have managed to sustain by adopting new-age technologies. The technology solutions have helped them …

Digital Transformation for Future of Ecommerce

Digital Transformation is not a buzzword anymore; it’s the evolution of how businesses are conducted in the digital age. It is believed that this is the most innovative phase for enterprises to scale their businesses successfully without having a brick-and-mortar store. However, there are various disparities in customer expectations with digitalization, and companies are finding ingenious ways to engage with …

Customer Data Platform: Delivering Superior Customer Experience in an Omnichannel World

The quest for enabling customer experience (CX) continues to rule the MarTech roost in 2021. Gartner reports that 86% of insiders at present intend to embed superior CX into their value propositions. However, with customer data residing in 17 unique technology environments on average for business, successful CX delivery hinges on integrating them into a unified view of customer behaviors …

The Outburst of Digital Commerce

Introduction The year 2020 has been a point of inflexion, triggering an irreversible shift in how businesses and their customers interact and how value is perceived. Salesforce portrays the switch, reporting that 60% of interactions are currently taking place online, and 83% of customers expect flexible shipping and fulfillment options. Consequently, digital commerce, which was already in a solid stride …

Correlation between Customer Experience and Revenue Growth

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 Step Beyond SSC

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 …