Blogs

"Without big data analytics, companies are blind and deaf, wandering out onto the web like deer on a freeway," says Geoffrey Moore , Management consultant and author of ‘Crossing the Chasm.’...

In 2018, a Spectrum customer experienced 3 no-show technician appointments merely for an address-change request. After going through a yelling incident, 10 futile calls, and 15 days without internet, the customer was made to pay for those 15 days of non-service, something their accounts department was unaware of!... And the result - The customer had to switch to a competitor's services. So what went wrong for Spectrum?

A customer-led product strategy essentially implies that your consumers come first at all times.

It often frustrates us when we call customer service and are asked to dial 1, 2, 3 to infinity to connect to the right customer service agent who deals with our problem. Maybe after dialing this much, we may get an automatic voice record like 'please hold the call to connect with the available agent.' We may finally get a 'chance' to speak to the agent, or we may not!

June 29, 2022 Clootrack Expands Access to Customer Experience Data with Snowflake Marketplace Clootrack’s granular customer experience data is now available on the Snowflake Marketplace to enhance product strategy, positioning, and white space opportunity. Claymont, Delaware, June 29, 2022 / -- Clootrack, an AI-driven, real-time customer experience platform, has announced the availability of its granular customer experience data on Snowflake Marketplace. With Snowflake, the Data Cloud company, joint customers can leverage Clootrack customer experience data points while...

The last two years have changed how banks are approaching their digital journeys. Pandemic has pushed the fast-forward button on digital transformation.

"How can I gain executive buy-in for our CX programme?" - This is one of the most common questions I receive from CX leaders. Having leadership buy-in implies that all executives in your company genuinely appreciate the need for a customer-centric culture.

“Chemically speaking, chocolate is really the world’s perfect food” - Michael Levine... We all love chocolate. It is our guilty pleasure treat when we need that little something to tide over until dinner…. A small handful of chocolate chips does the trick as does a small piece of good dark chocolate.