CEM

It is time to dive into Personalization bliss

Today’s generation not only expects personalization, but demands it. There is no faster way to lose a customer than to act like you don’t know them. This is especially true during the course of a repetitive business transaction, such as placing an order on your website, etc. Modern digital experience platforms, such as Sitecore Experience 

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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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7 business facets to consider for better Customer Experience Management (CEM) implementation

Digital disruption, influenced by rapid technology advancements and tech savvy consumers, is significantly changing the Marketing landscape and importantly impacting the customer decision journey. Given this context, customer experience (CX) is at the heart of engaging and building loyal customers. However, the progress of businesses in their customer experience journey has not been to the 

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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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Keeping customers loyal in the digital world

The digitalization of businesses has become a win-win situation for customers and businesses. For customers, it has brought convenience, transparency and better deals and price points. On the other hand, businesses have benefitted from a huge expansion in market size, an easier reach to the customers, and reduction in transaction costs and improved efficiency in 

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A new frontier for CRM: The internet of things

Isn’t Customer Relationship Management technology supposed to be dead? Apparently it’s getting a lifeline from the Internet of Things. Gartner predicts “CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment.” The research firm has now added IoT as the fifth 

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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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