Customer Experience Management
Patient Experience Management: Key to ProgressBy Sreejit Menon On 10 Feb 2016
Experience management is key to any industry. Understanding and managing ‘experience’ could be for external as well as internal stakeholders, but to a large extent experience management is focused primarily on the end consumer and more so in a B2C...
7 Focus Areas for Customer Experience ManagementBy Shantanu Paknikar On 23 Sep 2015
For 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...
Five Parameters That Influence Customer ExperienceBy Shantanu Paknikar On 22 Sep 2015
The 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...
Customer Experience and Customer EngagementBy Shantanu Paknikar On 8 Jul 2015
The 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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