Mansi Bhatia

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Disrupting the Banking Sector:  FinTech vs Traditional Banking

The banking sector has seen its fair share of controversies and scandals. This has led to the public losing confidence in the traditional banking system. As if right on time, the Financial technology (Fintech) entered the market and is gaining a strong foothold in the industry. So much so that, there have been claims of …

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IVR Solutions for Customer Service: Top 7 Benefits of using an IVR System

Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response or IVR System. An IVR Solution is an inbound solution to enable the customers to reach out to the organization for support, …

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Understanding the What and How of Customer Experience [Infographic]

“Customer Experience” has been used and abused numerous times. Especially after Gartner  declared it as the new battlefield for companies. According to its report, greater competition and growing consumer power have eroded traditional product- and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage. Taking a cue from it, the firms …

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Going the Omnichannel Way: Improving CX in the Automobile Industry

Buying a car is quite different from buying a dress or deciding which restaurant to visit tonight. A car is a big ticket product. The buying decision requires some pondering and a thorough research. This seems like an unnerving task. Starting off with the pre-purchase research, comparison, dealership visits, loans, the condition of the car …

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Making Skies Friendlier: 5 Ways to Improve CX in Aviation Industry

The holiday season is upon us. And when that happens, the spotlight shifts to the airline industry. Recently, there has been a substantial increase in the number of travelers. Even though aviation industry has gone through its share of ups and downs, things are changing, for the better. According to the American Customer Satisfaction Index, …

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Improving CX : The What and How of Blockchain Technology

As the year is coming to an end, once again we are on the cusp of another technological revolution with a new, disruptive technology pounding hard on our doors. The tech world is buzzing about this new technology i.e. Blockchain. Be it a working-class individual or the big brands of today, everyone is talking about …

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Building a Modern Day Contact Center: Where UX meets CX

There has been plenty of hype around experience – User and Customer in the business circuit. More so in today’s digital age. These are the times of using omnichannel technology to deliver a holistic customer experience. The business-customer interactions have evolved and are no more limited to just a call or an email. Now, everything is …

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How to Build a Travel Contact Center?

The travel and tourism (T&T) industry has steadily grown over the past few years. The world has become a global village. The improving economic conditions (per capita income), awareness about maintaining a work life balance, increasing business travel, etc. are some of the factors contributing to this change. This is just the beginning. According to …

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Why Moments of Truth are Important in Customer Experience Journey

How do you make your customers do what you want them to do? How do you pave the path for them to follow? Knowing their journey helps in getting an insight into their thought process, personality and most importantly their needs. Accurately tapping into those needs and aligning your service with that ensures customer satisfaction …

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7 Steps To Implement Omnichannel Strategy

A customer’s journey within an organization involves a lot more touch points today than it did five to seven years ago. Unlike earlier, customers can contact a company through various channels today – mobile, call, chat, emails, etc. They choose the medium they are most comfortable with. The challenge today is not only to be …

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