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Customer Experience

technology

Top 5 Reasons for investing in Customer Experience

Gone are the days when the key to success in business is determined by a premium quality product/ service, value for money and good customer service. In this age of extreme competitiveness led by disruptive technologies and the allied digital transformation services, the key to success of any business lies in the Customer Experience that […]
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mobility

How to Approach Mobile App Development Efficiently?

We are living in an era of digital transformation and technology disruptions in almost all the walks of life. With the smart phone revolution, we are experiencing dramatic changes in the mobility arena. Mobile apps are getting released every day, changing the way we do business and transforming Customer Experience. The approach to Mobile application […]
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Disruptive Technology Weekly Roundup – Feb 1st to Feb 8th

Technological innovations are redefining the retail shopping experience of the consumers. The boundary line between online and offline shopping experience is slowly blurring and adoption of an Omni channel retail experience is vital for the success of the retailers. Brick and mortar stores are now thinking outside of the box, and looking to technology, for […]
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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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Navigating Your Way Around Beacon Technology This Christmas

Christmas cheer is just around the corner. It’s a season for relaxing with loved ones, eating good food, and of course, shopping for presents to put underneath the Christmas tree. Retailers are all geared up to ensure they are best prepared to address a myriad of possible challenges during the festive season, including operational, technical […]
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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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Store as Fulfillment Center: Omnichannel and the Future of Retail

Omnichannel has come of age for brick-and-mortar retailers. Traditional retailers have been on a slow yet steady adoption of digital technologies over the last two decades. First arrived e-commerce, which retailers took on as another channel for customer acquisition and sales. Coupled with this emerged online-only players opening up new avenues of fulfillment. Then came […]
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Is An OmniChannel Officer Inevitable?

The rapid advances in the technology landscape and proliferation of digital have taken customers beyond multi-channel to an Omnichannel retail experience. Global retailers that include the likes of Macy’s, Saks and Lowe’s have already moved in this direction enabling customers to shop anytime, anywhere and enjoy consistent and delightful experience. Omnichannel retail aims at enabling […]
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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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