The Increase in Self Service Customer Experience

The unveiling of Amazon Go to Seattle in 2016 opened up a new vista in the customer-centric shopping experience. Their mantra, “No lines, no checkout – just grab and go” set an unprecedented trend for self-service that grabbed customer delight like never before. Self-service capabilities first made an appearance in 1917 in physical retail stores […]

Customer Engagement and Two-way Social Media Communication

Social media has been around for almost two decades now. It has had a huge impact on connectivity, engagement and free sharing of expression. The 21st century woke up to a boom in online networking with LinkedIn, Flickr, MySpace and Photobucket followed by Facebook, Twitter and more recently Instagram & Snapchat, that have become the […]

The Transition of Call Centers to Experience Hubs

The future of customer experience can be described in one word – seamless. The 21st century has inundated businesses with the tech advantage and the scramble for digital adoption for products and services is at its peak. E-commerce has played a major role in designing great digital customer experience and smartphones have shrunk physical touchpoints […]

Top 5 Ways to Increase Customer Experience

The expansion of digital and internet landscapes has ensured that every virtually reachable human becomes an informed and empowered customer. We are surrounded by experiences in our existence, especially within walking digital environments created by the speedy advances in mobile technology. The power to adopt or reject a brand is in the palm of consumers […]

Success Factors of Cloud Communication in Contact Centers

Telecommunication has undergone a digital revolution which has affected the consumer and commercial world equally. When we look around us, we find that products and services are engaged in a battle of being digital-first. Digital consumption has grown leaps and bounds in the past few years as consumers have been able to afford individualized content […]