Customer Think

AUGUST 7, 2021

The principal reason for embarking on digital transformation is to improve customer experience, which goes a long way to assure brand loyalty; if the right culture is missing, the whole project will end in a colossal failure. Sometimes, the bottleneck brands have in ensuring digital transformation may not be the technical input, this may be […].

Digital Transformation 141

Digital Transformation Digitalization Customer Experience 141

Customer Think

AUGUST 7, 2021

In the not too distant future, you’ll be old too. Just like my dad of 80, you’ll realise that you’ve become invisible to the likes of your bank, telco and utilities service providers. For my dad, his low tech fluency, lack of mobile-savviness, let alone his discomfort interacting with a chatbot, has relegated him to […].

Customer Experience 128

Customer Experience Banking 128

Customer Think

AUGUST 7, 2021

Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important business changes. Yet new advances in artificial intelligence (AI) designed for […].

Artificial Intelligence 122

Artificial Intelligence 122

Customer Think

AUGUST 7, 2021

“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The following is a transcript of the call. BM: Let’s start with how you keep t.

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2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

Customer Think

AUGUST 7, 2021

Your business is meaningless without your customers and clients. So it’s important for you to maintain a strong relationship with them and ensure that they are happy with your products and services. This can be beneficial for you in several ways. If your customers are satisfied with your business, they are more likely to come […].

Client Relationships 78

Client Relationships Management 78

Customer Think

AUGUST 7, 2021

Are we conversing? I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls arou.

Customer Experience 72

Customer Experience 72