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The New Rule: Don’t map all your customers in one journey!

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Where every customer has a distinctive journey – an experience that is exceptional and awesome at the same time can be arranged because each and every touch point comes as an opportunity to nurture the customer relationship. It doesn’t really matter how fragmented the journey appears because the correct combination of marketing solutions, data management and analytics can help to harmonize and orchestrate with that journey.

Oracle

Oracle CX Cloud | Do you really need it?

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Oracle
Conventionally, companies have been investing heavily on marketing and product development and not on the customer! But that was fine – the simple logic was: market strongly and across all channels – the customer had no choice but to notice your mass-advertisement and got impressed (where would she hide anyways?)

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IKEA goes Social in Style

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IKEA is a key player contributing to improved lifestyles the world over and clearly deserving to have a place where they could unwind, collaborate and be even more productive – and turning to Ephlux for their Enterprise Social Network proved worth-the-while.

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No need to hire Ardent Advocates, when you can earn them!

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5-happy-people-thumbs-up-web
Because the Telco Industry isn’t really leading the Customer Experience Walk, it can learn from others that have loyal customers converting into ardent advocates quite rapidly. To achieve this loyalty beyond reason, Telecoms will need to work on their customer satisfaction scores – by doing absolutely nothing wrong and then doing certain things that are awesome!

Telecom Industry CX 1

Hello, could you connect me to CX please?

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Telecom Industry CX 1
Our superbly connected lives in this Digital World should have had awesome telecommunication services (which form the foundation) – sadly, it isn’t so! Although the telecommunication service providers have marked off the basic voice and telephony services and now offer multitudes of entertainment channels and various other value added services. For the customer, it just doesn’t cut it anymore!

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A meaningful connection – Industries to enrich the world of IoT

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It’s been a while that we’ve heard of the smart refrigerator that knows when you’re out of milk or the smart lightings in your rooms that know when you enter or leave – smart technology has started to populate around us, watching us. But, I’m tempted to ask if the independent and exclusively programmed smart devices really have a long life purpose?

cx-new-year

New Year’s Resolution – Bringing Customer Experience to Life across Verticals

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A New Year’s Resolution is a process that requires practical planning, if ever it needs to get past the wordy decision and achieve successful results. No this blog isn’t about the chestnut resolutions of losing weight or altering lifestyles, but instead a sturdy and holistic approach to A New Year’s Resolution to making the customer experience a successful process!

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SOA links to Customer Experience at many a point

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It’s not another buzzword. Enterprise applications are actually becoming widely adapted to SOA principles as a solid foundation. SOA that started out as a basic middleware technology for linking loosely coupled software components has faster than anticipated grown to become a key enabler of many of today’s hottest technologies.

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Healthcare Industry to mark territories on the Customer Journey Map: Customer Experience Challenges

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We know how important “Good Data” is in this world of ever-growing Big Data. This has given rise to a new dimension to the information flow across industries. If we look at the healthcare industry, patients have become willing to trade their privacy for easy access to their medical information – another hint to the ever discerning and enlightened consumer – the impatient patient. Let’s see where the healthcare industry stands with the other industries right now.

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Only the wholesome experiences matter – from start to finish!

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Road-trip-vacation--car-on-map-jpg
Disconnect – a word that has the ability to shatter. A dreaded word because you just can’t imagine life without the internet. The terrorizing word that makes you feel miserable and lonely. Today, people want to share, compare, select with consent, recommend, show off or simply pry – people want to connect, be connected and stay that way. Any form of disconnect renders the human form frustrated and anxious. We may want to deny our absolute dependence on anything, but that’s that.

enter

Understanding Data First to Access Enterprise Mobile Data

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Organizations are building mobile apps and while it’s the smartest move today, what cannot be overlooked is the dilemma of accessing mobile data most efficiently. Organizations, in order to achieve development agility, need to have quick access to their business data. So, the top priority becomes the architecture patterns and the access control mechanisms that aid in the proper consumption of mobile data from connected devices.

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What’s in a Cloud, you ask?

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Love is in the air, eh? Well, attitude is in the Cloud. That’s what. The Cloud, as it made its debut, received much skeptic looks and controversies with respect to its usability, its meaning and how far enterprises are going to go to accept it. Well, like any other genuine star, the Cloud survived the criticisms and the gossips and rose up with attitude.

push-to-talk-hospitality-industry

Prepping up the Hospitality Industry with Big Data

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Organizations are really on their feet to provide the unforgettable or never-seen-before customer experience. Improving the customer lifetime value needs to be understood – and that is possible today when organizations choose to be data-driven and eventually make better decisions. Organizations need to dare to use the unstructured data – as it makes a big percentage of big data – to their advantage.

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Spell Success with Enterprise Mobility

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mobility concept
Curating the picture-perfect, download-worthy enterprise app is the thing to do this season! Computing gains that are mobile have gained much traction (and continue doing so) in the enterprise world. Although many enterprises are focusing on the development of proprietary mobile applications, simply having a “mobile” approach is not enough.

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Has HTML5 come to the rescue?

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HTML has been giving us a great web experience since the 90s – enabling and simplifying coding and displaying and delivering content on the internet. Today, it has evolved into a markup language that provides not just great but awesome customer experience. Meet HTML5, your friendly neighborhood browser – answering your ever growing expectations, happily!

Cloud-Storage

Forecast: Cloudy with a chance of perfect storage!

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Cloud-Storage
The ‘cloud-o-phobia’ that enterprises face has taught solution- providers to strategize their sell. Many have offered the step –wise or stage-wise approach where the enterprise moves from archive to online storage and finally to the live storage. Even the most anti-cloud naysayer will agree that as a disaster recovery (DR) solution, the cloud is a winner.

video

Dress up (and stay at home!) for a Video Interview

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video
Recruitment styles and techniques have evolved, and recently I wrote about how Social Recruiting has emerged as a smart way of pulling the best man from the social pool. Another trending recruitment process is the very innovative Video Interviewing. So, instead of interviewing the candidate in person, a video interview is essentially a job interview that takes place via a video technology platform.

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Empathetic Guide to the Perfect Mobile App improving your Customer Experience!

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Put yourself in the user’s shoes – the secret to creating an enjoyable mobile App that improves the customer experience journey. Just look down on your mobile phone and think about all the apps you have downloaded and never used. Adding the right amount of thought and attention to the Mobile App can enrich the customer experience and spell success. Success would be in the form of higher loyalty and increased business that really reinforces the bottom line!

s4

Creating your company’s next Mobile Application

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s4
Off-the-shelf apps are great for businesses – small ones that is! So, when you’re either growing your business, trying to look big or you’re already a big pink elephant in the jungle of business. With processes growing beyond the standardized file formats, customized internal databases and security reasons, businesses need bespoke mobile apps.

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High-tide for Retail banking to go Digital

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It was just last week that I wrote about the gravity with which the Banks or Financial Institutions need to go digital. Well, here I am again to touch-base, along with the Oracle OpenWorld that’s targeting customer experience in various industries. Banks, above all other industries, need to break out of their shell that marks them as slow-moving and complacent.

bigHED

How Kassab Media can Augment Commuter Experiences on RTA’s Dubai Metro

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bigHED
Why Dubai Metro RTA?

The metro has a full operating capacity of providing inter city transport to 1.2 million commuters daily. As of April 2014, the metro has a 35% utilization rate and with the days passing by; the infrastructure is expanding, foreigners’ proportion of population is increasing, and more people are preferring Dubai Metro as their primary means of transport.

mobile-1

Step Up your Enterprise – Make it Mobile with CX Cloud

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People have started working day-in and day-out – work hours are going crazy, but people are still happy. This is the magic of big data and mobile solutions that make an important part of today’s comprehensive business strategy. Enterprises are on-the-go with mobile applications that help maintain a profitable and meaningful customer relationship.