"When you assume negative intent, you're angry. If you take away that anger and assume positive intent, you will be amazed." Indra Nooyi
DIGITAL WALLETS LEADING THE WAY IN THE INDIAN PAYMENT MARKET Did you know that studies have shown that over 93% of Indian population used digit
How Blogging Can Boost B2B Customer Retention The global business environment today is dynamic and conducive in nature. The ease of doing business
Why Customer Retention is So Important for Customer Loyalty in 2022 Successful businesses work on two main pillars when dealing with their customer
Updated Guide of Customer Advocacy in 2022 Businesses today are realising that customers are the gateway to building a bigger, better, and more loy
Customer Complaint Management Strategies Needed in 2022 When dealing with customers, you also have to be geared up to deal with their complaints. E
All about Customer Lifecycle Management you need to know in 2022 In recent years, we have shifted to a more customer-centered economy, and a busine
How is Digital Media impacting Customer Experience in 2022? At the heart of every company is its customer base. Every company strives to make its c
Customer Engagement Trends 2022 to look out for in Emerging Markets Business growth revolves around customer satisfaction. The greater the custom
Will Digital Customer Experience (DCX) Matter in 2022? The world is moving towards a digitized reality with the usage of phones and laptops inc
How Chatbots Will Transform Customer Experience in 2022? Over the past decade, a domain that has evolved after the advent of AI is customer experie
The 5 Biggest Customer Experience Trends in 2022 Over the last couple of decades, several companies have been increasing their focus on customer
Ways to Build a Top-notch Customer Experience System “You can't just ask customers what they want and then try to give that to them.
Electric cars - A rapidly emerging alternative to petrol cars in 2022 The electric automobile market in India is growing exponentially and is e
At a global market size of US$ 380 billion, the BPO industry was already a formidable sector that included call centres as a vital offering. However,
Due to the pandemic, Human Resource teams in organisations across the globe had driven the implementation of ‘work from home’ almost overn
Complete Guide to Cloud Computing Service in India 2021 Introduction to Cloud Computing The global cloud computing market size is estimate
CXM Industry Techniques: Before and After Lockdown 2020 witnessed multiple governments across the world imposing lockdowns to control the sprea
Mystery Shopping Services in India - Top Trends in 2021 Shopping, especially retail therapy, is an emotional journey. Companies need to m
Guide to Know About Net Promoter Score 2022 There are many indicators of a company’s success and future growth. Customer experience and
How Mystery Shopping can Enhance CX for Ecommerce Players? 8:00 am: The alarm goes off. It is a regular work day for Quetin. She is a Mystery Sh
--By Meghshree Bhati-- Why ISO-27001 ISO 27001 has now become one required certification that every small or big organization is going f
--By Wasif Ahmed-- Introduction Organization irrespective of their size aim for revenue generation & business expansion in order to achi
Sentiment Analysis… Sentiments, this word is available in almost everyone’s vocabulary, be it the share market fluctuations or a movie
-- By CB Rajesh-- “As you turn the wheel of CX with empathy and hope, First spin overwhelms you with expectations and grievances, Second
--By Karan Sharma-- Customer Satisfaction: a term well known across the globe for any brand to succeed. The customer always wants the best of t
--By Samarjeet Singh-- As a consumer, we always want the best in every service and product that we opt for, and more so wherein digital has become
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 cu
--By Sushant Banga-- What is NPS..? Net Promoter Score, is one of the most commonly used customer experience metrics across the globe. Sin
--By Saurabh Sharma-- Quality assurance and quality practices have been there for ages and we have been evolving with the time. Similarly call cent
--By CB Rajesh-- Introduction VOC, the voice of customers is essentially the sentiment expressed by the customer basis their experience wi
--By CB Rajesh-- There are numerous customer experience metrics that an organisation can deploy to measure efficacy of all their customer e
--By Neha Jha-- Establishing a firm pricing discipline supports the objective of selling the right set of products and services at the right time a
--By CB Rajesh-- When a company promises to deliver food warm at your doorstep, it means that the food is impeccably packed and is delivered in les
--By Shrishti Giri-- As the customers are experiencing the ease of shopping from their favourite brands without any hassle, the competition for the
--By Shrishti Giri-- Unhappy customers lead to increased churn rate, it is that simple. What needs to be explained is why they are unhappy? It
--By Tripti Sharma-- It’s rightly said that "create an environment where employees can bring their whole self to work and not just m
--By Tripti Sharma-- Customer data privacy involves protecting and handling sensitive personal information that an individual provides during trans
--By Tripti Sharma-- No matter what story you tell to your customers, make them a part of a successful sales team because happy customers are t
--By Tripti Sharma-- “It is said that two heads are better than one when it comes to enhancing customer experience by companies because two h
--By Tripti Sharma-- THE ESSENCE OF COMPETITIVE ADVANTAGE IS CHOOSING “WHAT NOT TO DO”. Someone is tracking your every move 24*7 Wonder
--By Aradhana Mathur-- Today, customer experience has emerged as the “new brand” in every industry, as it has the capability to positio
CUSTOMER EXPERIENCE HAS BECOME AN ESSENTIAL PART OF ANY ORGANIZATION. Today, you enter into any store and you’ll look for someone who gives
--By Shrishti Giri-- We all have been listening to this buzz for a while now and are happy enough as the salt to software conglomerate, TATA, has p
--By Shrishti Giri-- End to end in simple terms is the analysis of any process right from the scratch to the finish and even beyond. Bringing out t
--By Shrishti Giri-- The retail industry is expected to be the top spending industry on AR and VR, It clearly states that this industry is
--By Parul Ghiya-- Chatbots work as a personal assistant and are integrated in many chat applications like Facebook Messenger, Slack, Telegram, tex
--By Manish Sharma-- In today’s world, are you always sure that the person, whom you are talking with, is the person that he says he is? It i
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
--By Shrishti Giri-- As the elections in India gain momentum and are in their full swing at this point of time, this journey has enhanc
--By Barkha-- As almost all of us talk about customer experience day in and out, it brings an obvious need to understand and take a look into w
--By Shrishti Giri-- Customer delight, brilliant CX, customers interest, all these words have been in the limelight ever since the importance of en
~~By Shrishti Giri~~ Here are some of the aspects that the organizations are looking for or have already implemented in their system: Care for t
--By Shrishti Giri-- As the saying goes -‘Happy employees create happy customers’, companies with employee first culture have far bette
--Shrishti Giri-- With the change in customer demands comes the dynamic trend of customer experience. The Year 2019 is already here with
--By Shrishti Giri-- As the number of communication channels increase, the need for delivering the same services on all the channels has grown expo
-By CB Rajesh- Do your employees own the process or customers? Are they getting rewarded on process adherence or customer satisfaction? Today, e
--By Shrishti Giri-- The digital ecosystem witnesses various interactions of customers with brands and organizations. Interpreting and understandin
--By CB Rajesh-- Today companies track customer behavior by cognitive means to promote their product & services. All that the customer need
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 non-t
--By Barkha Jaiswal-- With the advent of technology, customers have benefitted by getting many channels to reach out to service providers,
--By CB Rajesh-- “Best way to find yourself is to lose yourself in service of others – MK Gandhi” Customer spirit is i
--By Shrishti Giri-- Customers are forever to stay but to retain them to one particular brand, customer services of that brand or organizat
--By Shrishti Giri-- Customers are the primary concern and organizations are trying hard to be the first choice of their customers. Though ever
--By Barkha Jaiswal-- Customer experience is an important part of the customer relationship management. Customers who have a great experience w
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
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 time
Beyond digitalization, customers are expecting much more from the brands and organizations. As technology, living standards and day to day life are up
“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.&rdq
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 that peo
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. Mostly
The ever changing dynamics of business and the evolving customer are the biggest challenges in front of any business firm in the space of consulting a
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 phase of career and at
Treat your customers the way they want to be treated, and you will be successful EVOLUTION Net Promoter Score (NPS) is an important organ of tod
Change is Permanent, But, Not Always for Good Recent changes in top management across all industries across all countries attracted my attention. E
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 ever pe
