Customer Engagement
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7 Focus Areas for Customer Experience Management
By Shantanu Paknikar On 23 Sep 2015For those familiar with Michael Porter's work, strategy is about differentiation. In the digital era, there is a growing consensus that differentiation will depend on how service providers manage their customers' experience. Strategy then will need to increasingly focus on...
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Five Parameters That Influence Customer Experience
By Shantanu Paknikar On 22 Sep 2015The analyst firm Forrester defines customer experience as “How customers perceive their interactions with your company.” Read More. Here are my thoughts on what are some of the factors and parameters which influence these perceptions. 1.Expectation Management: Customer perceptions about...
CRM Customer Engagement Customer Experience Omni channel Technology
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CUSTOMER LOYALTY FOR THE DIGITAL ENTERPRISE
By Shantanu Paknikar On 16 Jul 2015Loyalty Programs, where customers earn reward points that can be redeemed for benefits later, are popular across industries such as Retail, Travel, Hospitality, Banking, Airlines, and others. Such programs have been around for several years. However as enterprises and their...
Consumer Engagement Customer Engagement Customer Experience Digital Enterprise Social
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Customer Experience and Customer Engagement
By Shantanu Paknikar On 8 Jul 2015The Digital Age is resulting in the area of Customer Experience becoming more important than ever before. For example, in a recent Digital Trends report published by Econsultancy.com, a large majority (44%) of research respondents indicated that the primary way...
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5 key takeaways from NILF 2015
By Dattatri Salagame On 23 Feb 2015Nasscom's NILF 2015 is always a great place to meetup with the Industry crowd and share insights. This time around, it was a great opportunity to glean insights on the amazing world of Digital. 1. Digital Masters: Powered by mobility,...
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