customer experience

A large majority (77%) of CEOs said they will fundamentally change how their companies interact with customers as a priority to drive business growth, according to a new report released by Accenture (NYSE: ACN). The report, titled “The Business of Experience (BX)” and led by...

COVID-19 has already impacted the global economy manifold. We have also observed a shift of consumers to online channels, trying out new brands, looking for a sense of community. As the virus started to circulate, the shift in customer...

Retail industry in India has huge potential for growth and development as major part of it remains unorganized. With the innovative technologies such as virtual reality (VR), augmented reality (AR), artificial intelligence (AI) and strategies such as omni-channel coming...

India has an incredibly diverse population. Brands need to cater to a wide range of consumers from myriad backgrounds, cultures and varying sensibilities. The winners are those organisations which appeal to a customer's core values, create differentiation and reduce...

Visiting a retail store is an investment of time, energy and money. Hence, offering a superlative experience, not just a product, can help entice customers to come back to the brick-and-mortar stores. The retail sector has seen unprecedented changes in...

A lot has been spoken about Customer Experience and it still continues to generate interest. Since CX typically is the experience of an individual customer, it keeps varying and there cannot be a standard definition for it. However, what...

Twenty-five per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020 -- up from less than two per cent in 2017, Gartner said on Monday. More than half...

Not that long ago everyone was talking about Omnichannel. While the buzzword has fallen by the wayside a bit, the idea of a joined-up customer experience across all platforms – mobile, online, in-store, social – hasn’t. Customers are thinking more...

Experience is a huge part of retail today – particularly for brick-and-mortar stores. It’s what separates the physical from the digital by offering something customers can’t get online. Or from another brand. Storytelling is one way that retail can create...

For restaurants to evolve, understanding the next-generation customer is critical. And the next generation is already here. A frequent customer pulls her car into a restaurant’s parking lot—and before she has found a space, the location’s platform senses her arrival...