Bajaj Allianz General Insurance uses Artificial Intelligence (AI) to re-imagine the customer journey, orchestrate critical data and decision points, and introduce straight-through in most processes. A...
Co-founded by ClearTouch, the organization experienced substantial growth in its first year to more than 600 members, offering numerous industry articles and webinars CHENNAI, India — (BUSINESS ...
Good health is a Journey. Every individual must be the CEO of their health and be armed with information to make informed decisions. The biggest stakeholder of good health is the individual’s fa...
I want to bring your attention to two statements that I keep hearing about customer service. Customers do not have a choice when it comes to customer service. Customer service is a big-ticket cost ite...
Two-thirds of the contact centers moved to the cloud in the last 12 months. The contact centers moved to the cloud to keep their floors running as a response to the pandemic. That being said, the cont...
When the pandemic struck in 2020, all of a sudden, contact centers had to figure out a way to make agents’ work from home. Most on-premise solution providers couldn’t react to that situation, as they ...
In Part 1 Blog (the patient care journey is fast-changing), we spoke about how providing and ensuring patient care is critical. In this part, we will talk about how you can improve patient care using ...
I was honestly surprised that my company, CD Baby, was such a runaway success. But I was even more surprised to find out why, said Derek Sivers. CD had lots of powerful, well-funded competitors, but a...
You run a customer service function, and you want to offer the best possible experience to your users. The demography of your users ranges from 18 to 70 years across geographies. To address their dema...
My bank blocked my card, and the reason given was that I did not submit my KYC (Know Your Customer) documents for renewal. I was asked to submit those documents by mail to reactivate the card. I promp...
As a brand, you can influence some of the touchpoints, and some are beyond your influence. I will take a moment to define what a touchpoint is. Touchpoints are channels that your customers encounter o...
Leading-edge companies outperformed lagging companies on business outcomes like profitability, quality, growth, market share, and customer retention rate. Source: HBR Seven out of ten leading-edge com...
I recently wanted to switch my Internet connection from one location to another. I called up the customer care facility and gave my request. This process took me about 20 minutes. The service provider...
Gone are the days when people competed on product’s capabilities and pricing alone. Today’s customers have thousands of overwhelming choices, making purchasing decisions challenging to choose. The ent...
Sales are down, the competition is brutal, and we have zero chance of hitting our year-end profit target if we don’t bring down our costs. This is what your CEO tell you when you meet with him. He fur...
In 2016, an estimated $4.6 trillion of merchandise was left in abandoned eCommerce shopping carts The US economy loses $3 trillion in productivity annually due to excess bureaucracy China’s economy as...
In the last year, most things have moved remote and online as far as customer service is concerned. Agents working from home will be the norm from now on, and the customers would want to get in touch ...
There is very little room for error when it comes to customer experience. In 2021, as is the case with every year, consumers will care even more about the customer experience than they did earlier whe...
I was working for an organization where we had many customer relationships. After being with us for two years, one of the customers decided to look at other providers for their needs. When we i...
Zoho has been running their development and support centers from Tier-2 and Tier-3 cities for many years ago. They started a development center in Tenkasi in 2011 that develops some of Zoho’s products...