Partnerships delivering seamless Telecom customer experiences

The transformational journey from ‘How may I help you?’ to ‘I am here to help you!’ has become the major outcome for companies focused on personalized customer service as the main differentiator in the present experience driven ecosystem. The ecosystem has become more dependent on technology than ever, making this world of inter-connected devices and 

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Driving enterprise mobile initiatives with a strong partner ecosystem

Today we see the chaotic, yet exciting, shift in digital transformation. Enterprises are understanding that mobile solutions are key to transforming their customer and enterprise engagement.  They are understanding because they see the mobile movement happening. So why do we talk about the Mobile movement?  We all have heard “the year of Mobile”, in years 

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Why do banks and retails care about UX and digital?

Digitalization, user experience (UX) and cloud computing are some of the major trends that have seen an increasing and widespread adoption in the financial services, banks and retail industry lately. While digital only retail have been around for a long time, digital-only banks have also emerged in the last few years such as ATOM, UK’s 

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Re-imagining customer service with IOT

Most successful companies have mastered the fine art of superior customer service. When you think about superior customer service, images of Apple, Amazon, Disney, Southwest, and American Express are a few brands that come to mind. What do they have in common? Many of these companies re-invented their customer service models. They embraced a progressive 

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Future of customer experience in digital banking

Digital banks are no longer in the ‘money’ business but rather, in the ‘value’ business. This value is not just providing a functional benefit but also a holistic experience, (i.e. ‘what, when and how’ of the benefit), that customer values in the experience-based economy. Unlike in the past, when more than two products from one 

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Thinking customer experience? Or Digital experience?

Move over customer experience. Digital experience is the new kid on the block. Digital experience has been a rapidly growing phenomenon among businesses over the last year or two. Moreover, for many, customer experience and digital experience are interchangeable. Today, digital experience is largely controlled by customer experience management systems. Some commercial customer experience management 

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A travel app for the millennial age

Most of us travel at some point, whether for business or leisure. Often it’s an itinerary we are very used to, however sometimes it’s somewhere new which entails us stepping out of our comfort zone. However whether familiar or unfamiliar, sometimes things go wrong. To help with the travel process, we would all benefit from 

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Improving customer experience and the need for customer data management in the utilities sector

In the UK the Water industry operates on a geographic basis. If you live in a water company’s supply area, then that company bills you for the supply of fresh water and treatment of waste water. In the electricity and gas industry the retail market is more open and non-geographic, so you can have a 

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Flipping a secure portal: Getting the most user experience for the buck

Envision that you and your team have been tasked with creating, upgrading or migrating a website where your customers can login with their credentials and have a world class user experience. You’re ready to go, but then in your first meeting everyone has a different opinion on what to do and how to get there. 

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Embedding web analytics dynamically : Tool kit framework approach

In continuation to my previous blog that discussed on successful web analytics product selection through a use case, in this blog, I have listed methods to implement web analytics independent of the source code. A typical issue of a solution engineer is such: the implementation of my web analytics tool is embedded in the source 

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Improving the Customer Experience in the Millennial Era

In part one of this two part series, we looked at improving the customer experience from an internal perspective, through better employee engagement. In this article we will look at the importance of improving the customer experience from an external perspective — by providing a better experience for your end-users. Thinking about Customer Experience Management 

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Maintaining Loyal Customers by Improving Employee Engagement

There is a lot being written on the topic of customer experience these days. And why not? After all, customers are the very reason why many of us continue to be in business. So what could be more important than the customer experience? Many would agree that it has never been more critical for companies 

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JiveWorld 2012: Are You Ready for the Future of Work?

Un-stoppable. Power to the People. No, it wasn’t another presidential debate, it was JiveWorld 2012 — held earlier this month in Las Vegas, NV. JiveWorld is one of the industry’s key forums to gauge the pulse of how companies are embracing and leveraging the power of social computing. The event has grown steadily over the 

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