customer experience
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Why Retailers Should Recruit a Chief Omnichannel Officer Now
By Salil Godika On 13 Nov 2015Thanks to modern technology and digital tools, the opportunities to interact with and buy from a brand today are ubiquitous. Customers want to shop anytime, anywhere. Omnichannel rules, and smart retailers are getting on board. For the customer, the best...
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Is An OmniChannel Officer Inevitable?
By Salil Godika On 22 Oct 2015The 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...
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7 Focus Areas for Customer Experience Management
By Shantanu Paknikar On 23 Sep 2015For 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...
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Five Parameters That Influence Customer Experience
By Shantanu Paknikar On 22 Sep 2015The 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...
CRM Customer Engagement Customer Experience Omni channel Technology
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