"When you assume negative intent, you're angry. If you take away that anger and assume positive intent, you will be amazed." Indra Nooyi

On 26 Aug, 2021 No Comment
Services

Guide to Know About Net Promoter Score 2021

Guide to Know About Net Promoter Score 2021


There are many indicators of a company’s success and futur...

On 18 Aug, 2021 No Comment
Services

How Mystery Shopping can Enhance CX for Ecommerce Players?

How Mystery Shopping can Enhance CX for Ecommerce Players?

8:00 am: The alarm goes off.

It is a regular work day...

On 05 Apr, 2021 No Comment
Information Security

What is ISO 27001 and how it is beneficial for your Business?

--By Meghshree Bhati--

Why ISO-27001

ISO 27001 has now become one required cert...

On 02 Dec, 2020 No Comment
Services

What is the Process of ISO Certification and how it is Helpful?

--By Wasif Ahmed--

Introduction

Organization irrespective of their size aim for ...

On 22 Oct, 2020 No Comment
Customer Experience

Sentiment Analysis An Overview

Sentiment Analysis…

Sentiments, this word is available in almost everyone’s vocabulary, be it the share market fluctuations or a movi...

On 03 Oct, 2020 No Comment
Customer Experience

CX, The Wheel of Fortune

-- By CB Rajesh--

“As you turn the wheel of CX with empathy and hope, First spin overwhelms you wit...

On 23 Sep, 2020 No Comment
Customer Experience

CSAT- Metric to Measure Customer Satisfaction

--By Karan Sharma--

Customer Satisfaction: a term well known across the globe for any brand to succeed. The custo...

On 18 Sep, 2020 No Comment
Services

IMPORTANCE OF UAT & CORRELATION WITH UX

--By Samarjeet Singh--

As a consumer, we always want the best in every service and product that we opt for, and more so wh...

On 06 Aug, 2020 No Comment
Customer Experience

Reducing Customer Effort Is your Best Investment

There has always been a healthy debate on what fits in as a right measure for customer experience. The most coveted method to pursue CX can improve...

On 29 Jul, 2020 No Comment
Customer Experience

NPS- What, Why & How

--By Sushant Banga--

What is NPS..?

Net Promoter Score, is one of the most commonly used On 24 Jul, 2020 No Comment
Customer Experience

Evolving needs of ‘Subject Matter Expertise’ in Contact Center Quality

--By Saurabh Sharma--

Quality assurance and quality practices have been there for ages and we have been evolving wit...

On 16 Jul, 2020 No Comment
Customer Experience

Voice of Customers and its Impact on Business

--By CB Rajesh--

Introduction

VOC, the voice of customers is essentially the sent...

On 16 Jun, 2020 No Comment
Customer Experience

Popular Customer Experience Metrics and which one to use?

--By CB Rajesh--

There are numerous customer experience metrics that an organisation can depl...

On 03 Jan, 2020 No Comment
Opinion

ELUCIDATING REVENUE LEAKAGE IN BANKING RETAIL

--By Neha Jha--

Establishing a firm pricing discipline supports the objective of selling the right set of products and ser...

On 10 Dec, 2019 No Comment
Customer Experience

Convenience Evolution: Resetting Consumer Expectations

--By CB Rajesh--

When a company promises to deliver food warm at your doorstep, it means that the food is impeccably packe...

On 04 Nov, 2019 No Comment
Customer Experience

7 Best Practices for the Success of Mystery Shopping at Your Retail Store

--By Shrishti Giri--

As the customers are experiencing the ease of shopping from their favourite brands without a...

On 29 Oct, 2019 No Comment
Customer Experience

6 Best Practices to Stop Your Customer Churn Right Away

--By Shrishti Giri--

Unhappy customers lead to increased churn rate, it is that simple. What needs to be explained is why they ar...

On 18 Sep, 2019 No Comment
Opinion

Reimagine people with Artificial Intelligence-Transforming the Phase of Human Resource

--By Tripti Sharma--

It’s rightly said that "create an environment where employees can bring their who...

On 10 Sep, 2019 No Comment
Customer Experience

Are you Ensuring Data Protection to your Customers?

--By Tripti Sharma--

Customer data privacy involves protecting and handling sensitive personal information that a...

On 03 Sep, 2019 No Comment
Opinion

How customer experience can impact an organization’s revenue?

--By Tripti Sharma--

No matter what story you tell to your customers, make them a part of a successful s...

On 26 Aug, 2019 No Comment
Opinion

How Mergers and Acquisitions are Affecting Customer Experience

--By Tripti Sharma--

“It is said that two heads are better than one when it comes to enhancing customer experie...

On 12 Aug, 2019 No Comment
Customer Experience

The Technical Aspects of User Experience

--By Tripti Sharma--

THE ESSENCE OF COMPETITIVE ADVANTAGE IS CHOOSING “WHAT NOT TO DO”. Someone is tr...

On 26 Jul, 2019 No Comment

How loyalty and consistent experience are interrelated with respect to customer experience

--By Aradhana Mathur--

Today, customer experience has emerged as the “new brand” in every industry, as it has...

On 22 Jul, 2019 No Comment

KEY FACTORS CONTRIBUTING TO CX EXPERIENCE AT CALL CENTRE

CUSTOMER EXPERIENCE HAS BECOME AN ESSENTIAL PART OF ANY ORGANIZATION.

Today, you enter into any store and you’ll look f...

On 03 Jul, 2019 No Comment

TATA is Building a Cheaper ZARA- A Leap Towards Enhancing Customer Experience

--By Shrishti Giri--

We all have been listening to this buzz for a while now and are happy enough as the salt to software conglome...

On 27 Jun, 2019 No Comment

End to End Process Analysis – The Know How

--By Shrishti Giri--

End to end in simple terms is the analysis of any process right from the scratch to the finish and even beyon...

On 24 Jun, 2019 No Comment

The Changing Face of Retail

--By Shrishti Giri--

The retail industry is expected to be the top spending industry on AR and VR, It clearly states that...

On 29 May, 2019 No Comment

Chatbots-Importance and Their Right Use in Enhancing CX

--By Parul Ghiya--

Chatbots work as a personal assistant and are integrated in many chat applications like Facebook Messenger, Sla...

On 23 May, 2019 No Comment

How AI is Gradually Influencing Customer Experience & What We Need To Do

--By Manish Sharma--

In today’s world, are you always sure that the person, whom you are talking with, is the person that he say...

On 10 May, 2019 No Comment

Voice of Customer- Know What Your Customers are Saying

As we all strive day in and out to make customers happy and loyal, we know what we do which contributes to one side of the story i.e inside out b...

On 30 Apr, 2019 No Comment

From Shopping to Voting,Consumer Rules

--By Shrishti Giri--

As the elections in India gain momentum and are in their full swing at this point ...

On 15 Apr, 2019 No Comment
Customer Experience

Three Pillars of CX - People Process System

--By Barkha--

As almost all of us talk about customer experience day in and out, it brings an obvious need to understand ...

On 18 Mar, 2019 No Comment

Reducing Customer Efforts is the Key to Loyal Customers

--By Shrishti Giri--

Customer delight, brilliant CX, customers interest, all these words have been in the limelight ever since the...

On 02 Mar, 2019 No Comment

An Outlook on the Changing Customer Experience Trends

~~By Shrishti Giri~~

Here are some of the aspects that the organizations are looking for or have already implemented in their syst...

On 01 Feb, 2019 No Comment
Inspiration

Employee Engagement and Customer Experience [Infographic]

--By Shrishti Giri--

As the saying goes -‘Happy employees create happy customers’, companies with employee first culture have ...

On 09 Jan, 2019 No Comment
Inspiration

Customer Experience Trends in 2019 [Infographic]

--Shrishti Giri--

With the change in customer demands comes the dynamic trend of customer experience. The Year  2019 is already here with...

On 31 Dec, 2018 No Comment

How to Deliver Brilliant Omnichannel Experience?

--By Shrishti Giri--

As the number of communication channels increase, the need for delivering the same services on all the channe...

On 07 Dec, 2018 No Comment
Inspiration

When Competing with Disruptions, Focus on your Customers!

-By CB Rajesh-

Do your employees own the process or customers? Are they getting rewarded on process adherence or customer satisfac...

On 21 Nov, 2018 No Comment
Inspiration

SentimarQ- A Solution to Know Your Customers’ Sentiments Better

--By Shrishti Giri--

The digital ecosystem witnesses various interactions of customers with brands and organizations. Interpreting...

On 09 Oct, 2018 No Comment
Inspiration

Customer Spirit & AI- An Insightful Collaboration

--By CB Rajesh--

Today companies track customer behavior by cognitive means to promote their product & services. All ...

On 29 Sep, 2018 No Comment

NPS and Beyond

Second in NPS series, this blog talks about the latest techniques to improve the net promoter score, to analyze and make use of the results in a no...

On 10 Aug, 2018 No Comment

Creating Seamless Customer Journeys with Omnichannel Reach

--By Barkha Jaiswal--

With the advent of technology, customers have benefitted by getting many ...

On 02 Aug, 2018 No Comment

Discovering Customer Spirit

--By CB Rajesh--

“Best way to find yourself is to lose yourself in service of others – MK Gandhi”

...

On 05 Jul, 2018 No Comment
Inspiration

Why Excellent Customer Service is the Need of the hour?

--By Shrishti Giri--

Customers are forever to stay but to retain them to one particular brand, customer services...

On 23 Jun, 2018 No Comment

Importance of Competitive Analysis and Benchmarking

--By Shrishti Giri--

Customers are the primary concern and organizations are trying hard to be the first choice of their ...

On 19 May, 2018 No Comment

The WoW Factor In Customer Experience

--By Barkha Jaiswal--

Customer experience is an important part of the customer relationship management. Customers who hav...

On 04 May, 2018 No Comment

The Relationship Between Compliance and Customers

It is said rules are meant to be broken but when it’s about maintaining good relations with customers, rules ought to be followed. Keeping your c...

On 27 Apr, 2018 No Comment
Opinion

Understand the Difference between Market Intelligence and Market Research to Increase Your Sales Potential

Market Intelligence and Market Research have been in trend for a while now but to understand the two separately has been a bit confusing all this t...

On 19 Apr, 2018 No Comment

Customer Experience Trends in 2018

Beyond digitalization, customers are expe...

On 13 Nov, 2017 No Comment

Customer Experience in Digital World

“I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – ...

On 13 Nov, 2017 No Comment
Opinion

Work Stress & Meditation

As the proverbial saying goes:
“You are at work for long time, so you better enjoy what you do.”

But today, it is sad to know tha...

On 13 Nov, 2017 No Comment

Tier 2 cities- Jobs and more

A decade ago on graduating, people used to start looking for jobs and their place of choice would be the nearest capital city or a tier 1 city. Mos...

On 13 Nov, 2017 No Comment

Role of Quality In Customer Service Industry

The ever changing dynamics of business and the evolving customer are the biggest challenges in front of any business firm in the space of consultin...

On 13 Nov, 2017 No Comment
Inspiration

5 Days VS 6 Days Week

Find a job you like and you add 5 or 6 days to your week joyfully.

 It has been our legacy training through our initial p...

On 11 Nov, 2017 No Comment

NET PROMOTER SCORE – One Number You Need to Grow

Treat your customers the way they want to be treated, and you will be successful

EVOLUTION

Net Pro...

On 11 Nov, 2017 No Comment

Change is Permanent But Not Always For Good | Reference Mahabharata

Change is Permanent, But, Not Always for Good

Recent changes in top management across all industries across all countries ...

On 11 Nov, 2017 No Comment

Modern Bhishma

When Rishi Ved Vyas wrote Mahabharata, he was clear that he is going to write a book (or MahaKavya as they call it) which will cover eve...

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