Happy customers are key to revenue, growth, and profitability.
However simple as it may sound, achieving enduring customer satisfaction isn’t easy. According to a report by Zendesk, over 50% of...
Nov 20, 2023
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Two powerful factors are combining in today’s environment to drastically alter how brands interact with their audiences in the future. Brands have been concentrating on optimising websites for mobile...
Nov 17, 2022
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Ever since the cloud rose to popularity in the 2000s owing to its various advantages over traditional computing, businesses have been embracing it with open arms. Fast forward to 2022, the...
Nov 15, 2022
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Nearly all consumers in India (96%) said they were dissatisfied with their experiences as customers in 2021, according to the Qualtrics 2022 Global Consumer Trends report launched today. This could...
Dec 08, 2021
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Organizations are moving to the cloud in big numbers to drive competitive strategies and provide richer customer experiences, a shift from earlier adopters that looked to the cloud primarily for...
Jul 29, 2021
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Automation is a smart investment for companies seeking to elevate their service delivery and customer experience.
No matter how well-oiled your delivery engine, there is a chance for errors;...
Dec 11, 2020
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Nearly 40% (38%) of consumers will be more conservative in their spending as it relates to shopping in the future once respective state and national business restrictions lift, with nearly one third...
Jun 16, 2020
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Indians are raising the bar on data consumption. The world’s largest consumers of data show no signs of abating. At northward of 11GB per user per month, a 30% spike in usage amid COVID-19 has pushed...
Jun 16, 2020
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The COVID-19 pandemic has required enterprise organizations to shift overnight to an almost completely digital world. Technology departments across the globe are now grappling with surging demand and...
May 29, 2020
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Many a times, customers have high expectations for on-demand transactions and hyper-personalization. However, organizations most often fail to meet these expectations because of lack of understanding...
Apr 14, 2020
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Customer Experience (CX) is a growing priority among APAC organizations with one in five (19%) of them identifying CX to be the most exciting opportunity for 2020, according to a report by Adobe and...
Apr 07, 2020
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The role of the Chief Technology Officer (CTO) is drastically changing in recent years from a tech-centric role to one having leadership, vision and a more customer-centric approach. In an exclusive...
Aug 19, 2019
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Worldwide spending on customer experience (CX) technologies will total USD 508 billion in 2019, an increase of 7.9% over 2018, according to IDC’s inaugural Worldwide Semiannual Customer Experience...
Aug 08, 2019
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Many businesses are turning to artificial intelligence (AI) such as digital assistants and chatbots to improve the customer experience. However, a new report released by Pegasystems indicates that...
Jun 11, 2019
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One of the key reasons for poor customer service is that business decision makers are out of touch with their customers, skipping their real pain and problems, finds a new study, the 2019 Global...
May 20, 2019
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The relationship between good customer service and business growth is reciprocal. But a new research shows that many organizations aren’t fully committed to providing the level of service they...
May 17, 2019
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Augmented reality (AR) and virtual reality (VR) have the potential to shake up the customer experience by individualizing retailers’ offers and enabling customers to visualize products in different...
Apr 01, 2019
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Customer centricity is a reflection of our culture, process, customer experience, customer friendliness and customer satisfaction surveys. It is also an association of our product and quality...
Mar 26, 2019
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Enabling the business outcome in a ‘Real-Time’ enterprise environment is the next challenge for global brands and government agenciesin 2019. Tech companies will need to drive hard to continually...
Nov 30, 2018
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Zendesk recently released the Zendesk Benchmark Guide for Enterprise, which outlines best practices for two different types of large companies: Digital Natives that have been considered digital since...
Oct 04, 2018
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Over one-third of consumers were not impressed with their customer journey citing an average or poor experience, with 83% of consumers citing that they had at least one issue while interacting with a...
Oct 01, 2018
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Amdocs, a leading provider of software and services to communications and media companies, recently announced that it has successfully helped Vodafone India to automate its billing operations,...
Jun 28, 2018
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Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86% of CX executives in a Gartner survey ranking it as having an equal or greater...
Jun 18, 2018
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While IT, and most businesses, have been focused on operational excellence for the past 20-30 years, Gartner analysts said it’s time security leaders put the focus on customer experience.
“Today, the...
Jun 08, 2018
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As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. But there’s a difference between providing...
Jun 07, 2018
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25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017, according to...
Feb 19, 2018
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