Modernization of Legacy Systems

Legacy systems might still be critical for a few businesses, but we can’t deny that it still functions on outdated technology. Replacing legacy systems and applications with advanced technologies is one of the most challenging tasks for any enterprise. As enterprises upgrade or change their technologies, they must ensure compatibility with old systems and data formats that are still in …

Digital Customer Experience Assurance

What is Customer Experience (CX), and why is it important? Gartner defines Customer Experience (CX) as “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” Acquiring new customers is essential, but at the same time, organizations should prioritize improving their existing customer base by providing them …

Next-Gen BI & Visualization: A New & Better Way for Businesses to Analyze Big Data

With the constant development of modern technology, traditional ways of running a business are becoming obsolete. In today’s time, business owners want to leverage tools and equipment that can assist them in making smart decisions in a short time. Business Intelligence (BI) refers to tools and software that processes and analyzes large volumes of data to transfer them into actionable …

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 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 …

Key elements for building a successful customer experience management

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 …

Integration of CEM and CRM for a harmonious customer experience

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 …