With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Almost a decade back, a friend from a leading telecom company had told me that they used about 100 parameters to predict the probability of a customer churning out – an important board room discussion point. At that time, their churn prediction accuracy was over …
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and they’ll return to that channel next time they want to interact …
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
For a Millennial, impatience is not a flaw but a virtue. Digital abundance has made standing in a queue and waiting for things, both virtual and physical, a thing of the past.
According to a Forrester research, 66% of customers agree that valuing their time is …
A long time ago, in a galaxy far, far away. It was the time of self -service and the emergence of new entities called ‘chatbots’. Many were trying to get hold of the new technology and a few more trying to understand where it came …
Since 1987, Stefanini has been a global provider of IT services. The company has grown over the past 30 years, with locations in 39 countries across four continents. Stefanini provides its global customer base with application development, help desk support, systems integration, consulting and strategic …
There are ample technologies in the market today that promise to deliver singular solutions to business problems or assure enhancement of customer satisfaction. But while companies can become paralyzed during the process of selecting solutions from the myriad of choices on the market, it is …
A lot has happened since the last time people were excited to do simple math on calculators on their phones. We now keep track of our health via wearables. Apps have surely progressed a long way in terms of their functionality, ergonomics, aesthetics, accessibility and …
A friend of mine noted that he rarely visited shopping malls. Surprised at his own observation, he remarked that walking out of a mall with huge bags, loading them onto the trunk of his sedan was a long forgotten memory. The reason of course was …
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