Digital Transformation Blogs - Bigdata, IoT, M2M, Mobility, Cloud

Shantanu Paknikar

Why The Digital Age Makes Customer Experience More Relevant Than Ever Before?

Customer Experience (Cx) as a concept is age old. Among Peter Drucker’s famous quotes, one of my favorites is “The purpose of a business is to create and keep a customer”. Companies the world over have accepted this simple truth. Some have embraced Cx concepts of Customer centricity, Customer Obsession, Customer Delight and Customer Happiness […]
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7 Focus Areas for Customer Experience Management

For those familiar with Michael Porter’s work, strategy is about differentiation. In the digital era, there is a growing consensus that differentiation will depend on how service providers manage their customers’ experience. Strategy then will need to increasingly focus on Customer Experience Management initiatives. Here are seven that I think would be important. This is […]
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Five Parameters That Influence Customer Experience

The analyst firm Forrester defines customer experience as “How customers perceive their interactions with your company.” Read More. Here are my thoughts on what are some of the factors and parameters which influence these perceptions. 1.Expectation Management: Customer perceptions about the product or service depend on whether it meets, exceeds or falls below their expectations. […]
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Digital Disruptions: The 4 7 10 Effect

A picture speaks a thousand words and a movie perhaps speaks thousands of pictures. One basic requirement with photography (especially motion pictures) was that of a screen, to project the images (whether still or motion pictures). Similarly, the advent of television necessitated the requirement to build electronic displays for commercial use, which till then had […]
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CUSTOMER LOYALTY FOR THE DIGITAL ENTERPRISE

Loyalty Programs, where customers earn reward points that can be redeemed for benefits later, are popular across industries such as Retail, Travel, Hospitality, Banking, Airlines, and others. Such programs have been around for several years. However as enterprises and their customers go digital, the customer loyalty space is in the process of getting disrupted. This […]
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technology

Customer Experience and Customer Engagement

The Digital Age is resulting in the area of Customer Experience becoming more important than ever before. For example, in a recent Digital Trends report published by Econsultancy.com, a large majority (44%) of research respondents indicated that the primary way their organization will seek to differentiate itself from competitors is through Customer Service and Customer […]
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technology

Location Services, Mobile Apps and Personalization: Digital Transformation of the Customer Experience

According to the KPCB Internet Trends Report 2015, the number of mobile phone users in the world over is 5.2 billion, with around 40 percent being smartphone users. With tablet computers also commonplace and wearable devices along with the Internet of Things revolution just around the corner, it’s only a matter of time before the […]
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Digital Enterprise: Brand Sentiment through Consumer Engagement

While ‘Brand Strength’ may not figure on traditional balance sheets, not a single enterprise will deny how important it is for long-term organizational success. Measuring ‘brand sentiment’ therefore has always been a key objective, especially for the CMO. Traditional market research approaches often relied on questionnaires being circulated (physically or electronically), data being collected, and […]
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Digital Marketing Disrupted: It’s now about Consumer Engagement

As enterprises the world over go digital, one area that has already been ‘digitized’, at least partially, for some years now is that of marketing. Digital Marketing using channels such as e-mail, social media, and the web is fairly widespread and growing rapidly. I can recall a recent conversation with the MD of a Realty […]
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