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

Customer Engagement

B2B E-Commerce – 6 Ways to Connect with your End Customer And Drive Better Engagement

The B2B ecommerce space has been evolving rapidly over the last few years and B2B brands have certainly woken up to this reality. A recent study conducted by Forrester Research showed that 67% of North American B2B firms believe that ecommerce is fundamentally changing B2B commerce. Forrester also predicts the U.S. B2B e-commerce market to […]
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Salesforce commerce cloud

Salesforce Commerce Cloud: Delivering Innovation with a Difference

Dip in revenue, inconsistent customer experience, sluggish pace of operations and straight-jacketed scalability aren’t good for business, but when they become routine, the doom isn’t far. Cutting corners, ignoring bottlenecks, depending on siloed on-premise systems, convoluted browsing and ordering process can thwart the chances of customers spending time and money on your website. Organizations need […]
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How Does An Organization’s Customer-Oriented Culture Deeply Impact Customer Experience

“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.” Peter Drucker We all have heard of Customer related concepts such as customer service, awareness, and sensitivity. These concepts further evolved as businesses increasingly place customers at the center of their business. This […]
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Here’s what will drive the retail sector in 2016!

The retail industry, which includes the rapidly booming eCommerce sector also, is all set for growth in 2016 as well. Digital disruptions has completely changed the dynamics of the retail industry in the past few years. And so, gauging the current situation in the industry, here’s a list of four trends that will dominate the […]
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blog

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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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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5 key takeaways from NILF 2015

Nasscom’s NILF 2015 is always a great place to meetup with the Industry crowd and share insights. This time around, it was a great opportunity to glean insights on the amazing world of Digital. 1. Digital Masters: Powered by mobility, analytics, social media, cloud computing and embedded devices, companies in every industry are mapping their […]
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