Me- Commerce: Role of Social Media in transforming the customer relationship

1st March 2015 – The power of social media is nothing of a surprise anymore. Customer adoption to social media is massive and is one of the biggest growth sector in the recent times. Customers being online and using social media is an extremely opportunistic tool for enterprises worls wide…

Financial Inclusion: How digitization has changed the game

1st March 2015 – Smart phones and social media have completely changed the way people interact with each other. We are now in a world where contact can be made instantaneously and this has woken up businesses to the reality of customer relations.

What Jack Ma can teach banks about the role of the branches and growth

1st March 2015 – Jack Ma often considered as one of the pioneers of modern industrial era, has his take on the role of branches and growth. According to him branches are inefficient and expensive at acquisition and the next bank won’t be a network it will be an experience…

The Connected Future: Satisfying the ICT needs of enterprise customers through digital ecosystem partnerships

1st March 2015 – It has never been easy for enterprises, small or medium, to keep up with technology, manage their core business and remain competitive. Their emphasis has always been on running their business efficiently…

What impact will IOT have on the customer experience

1st March 2015 – The explosive growth of IoT has become a major boost to the service players across the globe. The number of connected devices is sure to help give massive chunks of customer data. But will these be a blessing or can it hinder the customer experience…

Making mass customization work

1st March 2015 – To compete effectively with new entrants and sidestep commodization, telcos and banks need to provide individual customers with tailored solutions at tailored price points. This article considers how service providers can employ new digital technologies to enable cost-effective mass customization…

Using real-time analytics to transform customer experience

1st March 2015 – To serve today’s customer requires the ability to make instantaneous decisions on products and services, taking into account a full spectrum of not just their relationship with the business, but also other exigencies of the ecosystem. Real time analytics is the way to go…

Customer experience Orchestration- Impact of digitization

1st March 2015 – Moving ahead the best banks and telecoms services will be those which are matched will be those which are matched to future customer needs. To fully understand the market and deliver accurate customer offerings businesses need an orchestration layer…

Steps to make your organization completely customer focused

1st March 2015 – All relationships are tricky and never smooth sailing, successful enterprise are those who have managed to constantly delight their customers’ journey with them. Business and their customer relationships seem more challenged in this fast-paced world empowered by digital

Client Interview: Standard Bank

1st March 2015 – In this digital world, customer expectations keep changing. Banks need to keep up without being intrusive. Standard Bank talks about how a bank should react and seamlessly embed themselves in the customers daily life…

Banking of a new generation of customers

1st March 2015 – Traditional ideology of one size fits all has to be replaced completely. Each customer is unique this buying behavior, attributes about a product etc. The Millennials are extremely challenging and they are forcing the service players to take the innovative route…

Improving the experience for medium and large enterprise customers is as simple as 1-2-3

1st March 2015 – Right customer experience is all about making the right product available to the customer and delivering it an unique manner. For enterprise customers its about having the product ready when the customer requires, simplification of process and building trust…

Customer Retention in the digitized world: Not just a point scoring exercise

1st March 2015 – Organizations have to create differentiation to retain their customer base. Topping up commoditized product with fancy loyalty programs is not going to help. To do this effectively, they have to start thinking about retention as part of their product design…