Customer satisfaction is a pivotal aspect of any successful business. Ensuring that customers are happy and their expectations are met is crucial for retention, loyalty, and overall business performance. One of the most effective ways to measure this is through…

Maintaining consistency in complaint management is crucial for fostering customer satisfaction and trust. A systematic approach ensures that every customer receives the same level of service, and issues are resolved efficiently. This comprehensive guide will outline the key steps and…

The application of artificial intelligence (AI) has reshaped a business’s interactions with its customers. It can significantly enhance various aspects of customer interactions and service delivery. Common Types of AI AI can be classified into various types based on their…

As we reflect on the success of our Building AI-Driven Customer Experiences workshop held on the 6th and 7th of March, the significance of Customer Experience (CX) in today’s business landscape becomes evident. Debunking CX Myths Myth Clarification CX is…

Since Renaissance Technologies was founded by James Simons in 1982, AI has been introduced in the finance industry. The historical development of AI focused on logic-based algorithms and Bayesian statistics in the 1960s would later contribute to machine learning techniques…

Integrating AI within the UX field has reshaped how users interact with user interfaces. From chatbots providing instant assistance to predictive algorithms anticipating user needs, AI has become instrumental in crafting interfaces that seamlessly align with user expectations and enhance…

In the realm of customer experience (CX), Artificial Intelligence (AI) stands as a transformative force, reshaping how businesses interact with their customers. CX refers to the customers’ perceptions and feelings resulting from interactions with a brand‘s products The perception involves every…

Customer Experience (CX) and User Experience (UX) are often used interchangeably. Hence, they are often mistaken as the same concept – with the addition of User Interface (UI/UX). A common area the terms are often seen are in job descriptions…

Since 2003, I have carved out a space for myself in the historically male-dominated realms of IT and BFSI. Despite facing increased scepticism and being the only woman at the table, I wear these challenges as badges of honour, investing…

Cross-CRM, also known as Collaborative CRM, is a software that aids different teams to collaborate better in handling customer service by integrating data and interactions from multiple touchpoints of a customer’s journey. Global companies tend to decentralise their CRM systems,…