Several factors are reshaping the FMCG environment, ranging from the digital revolution sweeping urban and rural markets to the increased emphasis on health and sustainability. We look at how technology improvements are simplifying operations and improving consumer experiences, while changing demographics and regional differences need more personalized approaches to product creation and marketing. In India, […]
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In an industry where customer service is paramount, the financial sector stands at the crossroads of innovation and tradition. In this insightful interview, Nidhi Arora of CX-Net speaks with Mr. Mayank Jain, the Head of Customer Service at Aditya Birla Finance, to explore the evolving landscape of customer interactions in finance. With over two decades […]
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The banking and financial services sector in India is undergoing a metamorphosis fuelled by technological advancements that transcend mere convenience, delving into the realms of personalization, security, and efficiency. In this transformative era, traditional banking is making way for a seamless blend of innovation and customer-centricity. In this blog post, we’ll delve deeper into the […]
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Imagine walking into a store where the staff greets you by name, knows your preferences, and guides you to products tailored just for you—all without being intrusive. Now, picture the same seamless, personalized experience across every interaction you have with that brand, whether online, on a mobile app, or in person. This isn’t science fiction; […]
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Customer Experience in the Car Sector: A Gap in Views The study points out a clear gap between how car brands think of their customer experience and how buyers feel about it. Car executives guess an average Net Promoter Score (NPS) of 14 for their brands, but buyers rate it much lower, with an average […]
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Customer Experience (CX) encompasses the overall perception and emotions a customer experiences while interacting with a company, its products, and services across all touchpoints and channels. It’s essential to create “joy” in every micro-moment a customer spends with the brand, from initial awareness to purchase, usage, and post-purchase support. AI is revolutionizing this landscape, infusing […]
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India’s market is vibrant, with a young, digitally connected population. This presents unique opportunities and challenges for loyalty programs. Traditional points and discounts are outdated. Today, customers seek deeper connections and seamless experiences that reflect their values. Loyalty programs are evolving from mere transactional tools to strategic customer engagement pillars. Brands must leverage technology and […]
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The software that helps companies understand and serve their customers better is seeing explosive growth, with the market expected to more than triple in size over the next few years. A new report from Allied Market Research shows this market will grow from about $7.6 billion in 2019 to nearly $24 billion by 2027. Why […]
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Glia, a leader in customer interaction technology, has announced a successful collaboration with FCCI Insurance Group (FCCI) to elevate customer and Customer Service Representative (CSR) experiences. FCCI has implemented Glia’s state-of-the-art contact center platform, specifically designed for the insurance industry, to unify voice and digital interactions. This integration empowers FCCI’s claims and billing teams to […]
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The cutting-edge AI-driven CXi Agents solution from Ozonetel, a top supplier of unified customer experience intelligence via its oneCXi platform, is set to revolutionize customer experiences. Businesses frequently struggle to deliver tailored experiences despite significant investments in AI because of fragmented data and siloed apps across marketing platforms, CRM, CCaaS, and CPaaS. Because traditional AI solutions […]
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