The Blending of AI with Customer-Centricity – The Bajaj Allianz General Insurance Way
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. At Bajaj, we have always focused on leveraging technology to introduce simplicity and speed in our processes. It has helped us solve numerous issues and allowed us to understand […]
Illness to Wellness – Improving Patient Care Using Technology
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 technology. How Do You Go About Ensuring Patient Care? Accessing quality information and care will be difficult without the […]
Do Customers Have a Choice in Their Customer Experience with Brands?
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 accepted my request and suggested that they would check the feasibility of migrating the connection to the new location. The […]
Is Customer Experience (CX) the New Brand Differentiator?
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 entire ecosystem has become commoditized, and how do you differentiate yourself from the pack? It has to be through Customer Experience (CX) and not just Customer […]
How Do You Make Your Life and the Lives of Those Around You Better – The Customer Service Way!
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 further adds the target for customer service is 20%. You have till tomorrow morning to come […]
The Contactless Approach to Customer Service
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 with an agent only when necessary. The contact centers have discovered that moving their agents to […]
Agent Experience Is an Essential Piece in the Customer Experience Journey
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 when deciding which companies to support or buy from. Any friction in the customer journey will mean loss […]
Zoho Is Leading the Pack in Moving to Tier – 2 and Tier – 3 Cities. What Can You Learn from Them?
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 that they sell across the world. Tenkasi has about 500 Zoho employees. Zoho then established a customer support center in the […]
How Do You Create Your Customer Experience Strategy?
Recently, I called up our service provider, who developed and hosted our website. We have been working with them for the past three years. They didn’t update the site’s SSL certificate, and people couldn’t access the site. All we wanted them to do was to download the SSL and install it. But, we were […]