Article
The Inevitability of Cognitive Technologies in Customer Experience
Discover how AI-powered CX strategies help modern businesses boost loyalty, reduce friction, and exceed customer expectations with smarter, data-driven decisions.
⭐ Voice of Experts ⭐
Anand Bhatia: Small Gestures Create the Right Experiences
VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the bigger triggers that impact consumer behaviour are the smaller gestures which the consumer has experienced. Read more…
Article
8 Steps To Creating a Killer CX Programme
8 Steps To Creating A Killer CX Programme If you really want to get ahead in the game, nail down a great customer service strategy. A well-executed customer experience strategy will maximize customer lifetime value, increase customer satisfaction and send your revenue soaring. In fact, the only thing going down Read more…
Article
It’s not what you think it is: Presenting NPS® 2.0
It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external context, I find it strange that most implementations being done today, are done using old Read more…
Article
Should Data Be The Only Core To All Decisions?
Should Data Be The Only Core To All Decisions? The use of advanced data analytics in organisations’ decision-making process has increased tremendously over the recent past. Businesses are now focusing on making a data-driven decision-making culture a reality across all levels of their organisations. As a result, data-based insights now Read more…
Article
Centralised vs Decentralised CEM
Centralised vs Decentralised CEM When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines of business and a lack Read more…
Article
Should front-line incentives be driven by NPS?
Should front-line incentives be driven by Net Promoter Score®? Simple, intuitive and easy to benchmark, the Net Promoter Score® is a great performance indicator to drive a short and efficient satisfaction survey and maintain healthy customer relationships throughout the value chain of your business. Thanks to a high monthly response Read more…
Article
Retailers Association of India (RAI) and LitmusWorld: Festive Shopping Index 2019
Study: Despite economic slowdown, 89% consumers show big shopping plans this festive season! In its 3rd edition, the Festive Shopping Index 2019 – co-created by LitmusWorld and the Retailers Association of India (RAI) has been published. The survey aims to capture the consumer shopping sentiment this festive season on several Read more…
Article
How To Get Highest Response Rates?
We give you the Highest Response Rates! Here’s How. Based on the innate nature of humans, people respond to surveys when they have a bad experience and want the organization to hear their plea. This often results in lower NPS scores. The good experiences are often taken for granted and Read more…
⭐ Voice of Ambassadors ⭐
Hrushikesh Kulkarni: Wooing your biggest Brand Ambassadors
VOICE OF AMBASSADORS Wooing your biggest Brand Ambassadors! Employee experience comprises of everything from his/her interactions with their immediate manager, super boss, cross-functional teams, workplace infrastructure including the software that they use, amongst the many other things. It’s an all-inclusive approach that considers the end-to-end spectrum of an employee’s experiences Read more…
