How Integrating Data Can Improve Customer Experience
Customer experience (CX) influences almost three out of every four purchases. Yet most enterprises struggle to get Customer experience (CX) right. Part of the reason for the poor Customer experience (CX) score logged by many enterprises is their inability to understand what their customers want. The solution lies in data. World-over, marketers and decision-makers rely […]
Seven Ways to Improve Customer Experience in Banking
Customer experience (CX) is the key determinant of success in any industry, and banking is no different. Delivering top-notch customer experience in a regulated industry such as banking is not straightforward though. Here are the ways to go about it.: 1. Ensure consistent omnichannel experiences. A good customer experience allows customers to perform transactions easily […]
Digital Experience Management 101
Digital is no longer just a nice-to-have option. It has become the means to sustain the business amidst an uncertain external environment. When COVID-19 struck, governments across the world imposed lockdowns on most businesses. Businesses and stakeholders realised the resilience of digital channels. Enterprises have no option but to invest heavily in digital technologies. Survival […]
Four Ways Platform Thinking Boosts Customer Experience
COVID-19 has sped up digital transformation in enterprises. Side-by-side, competitive pressures make enterprises focus more on pampering the customer. The annual Omdiaglobal survey 2020-21, “ICT Enterprise Insights 2020–21,” makes explicit the change in priorities. Transforming the customer experience rose from the last rank in the list of focus areas to the number one spot. Enterprises […]
How IT Measure Returns on Experience (ROX)
Creating an engaging digital experience is the key to pleasing customers. But digital transformation, to make such experiences happen, comes at a cost. Return on Experience (ROX) captures the value delivered by the digital transformation efforts, to determine if such costs make sense. ROX entails Estimating direct and indirect investment to deliver an experience. Estimating […]
Chatbot: A Quantum Leap Over Apps, Websites and Call Centres
Do you know what happens when your website visitors are not able to find the right information quickly? 90% of them leave! Consumers these days want products, services or information quickly and easily. Web services and mobile apps are suitable if they know exactly what they want and are familiar with the site layout. Given […]
