CX Management

As we enter the final month of 2020, I wanted to share with you some 2021 CX predictions. Here's what to anticipate in the world of CX in 2021. My predictions are: Embeddable CX for the Smartphone-Era Consumer With both employees and consumers remote, mobile device usage and app downloads have soared. Whether it is through a phone call, text message, or an app, consumers are predominately connecting with brands today through their smartphones. However, they are still met with fragmented, and unintelligent…

B3B consumer preferences have changed forever. 2020 has been one for the record books with the global pandemic radically shifting the way buyers and sellers engage, maybe forever. Buyers had already begun showing a preference for digital channels, but the enforcement of global lockdowns procedures has only accelerated this trend. In fact, McKinsey reported that the U.S. eCommerce experienced ten years worth of growth in three months. So what are the implications of this shift to digital channels? Business leaders must…

About Me Please tell us about the role you handle and how you arrived at TechMahindra I’ve been working in technology and technology-enabled business services for over two decades across IT services, BPO, SaaS/ BPaaS, outsourced product development, engineering research and development, and automation/ cognitive computing businesses. Prior to Tech Mahindra, I’ve held various senior executive leadership roles at large tech-focused organizations. At Tech Mahindra, I drive our business process services organization, digital…

As 2020 comes to a close, there are glimmers of hope for the retail industry that better days are ahead in 2021. First, the National Retail Federation reports a V-shaped recovery, with September marking the fourth straight month of year-over-year gains. Second, the U.S. Census Bureau, which monitors COVID-19 impact, announced that overall retail sales in September were up 1.9% seasonally adjusted from the previous month and up 5.4% year-over-year, more than triple and double the increases of August, respectively. While…

World's leading CRM company Zendesk has forged a partnership with Unity to enable integrated customer support within today’s most popular games. The Zendesk SDK is generally available today on the Unity Asset Store. Zendesk, Inc. (NYSE: ZEN) is building on its customer experience (CX) leadership by becoming a Unity (NYSE: U) Verified Solutions Partner. Being a Verified Solutions Partner (VSP) means Zendesk has been verified by Unity to ensure its SDK is optimized for the latest version of the Unity editor, providing a…

2020 changed the way we look at things. To deliver a great customer experience in 2021, you’ll need to understand how customer perceptions are evolving. Knowing these trends can help you meet customers where they are in the year ahead. As this bizarre and uncertain year comes to a close, it’s a good time to step back and look at how the past several months have affected customers and changed the way we do business. It’s also a great time to consider how these changes might carry forward into the year ahead and reflect on…

Accounting and professional services giant Deloitte says customer-centric companies are 60% more profitable than less focused rivals. Analysts at Gartner note over two-thirds of companies now compete mainly on the basis of customer experience (CX). Forrester has shown that improving CX can be extremely profitable; brands that improve their experiences by just a single point can see more than $1 billion in added revenue. It’s no wonder so many companies are investing heavily in CX strategy, technology and training. Yet, at…

A strong customer engagement model is a way of differentiating your organization and creating stronger customer loyalty, while potentially reducing costs. As the COVID-19 pandemic spread across the world, entire industries had to rapidly rethink this model as a means of explicitly remaining in business. Satya Nadella of Microsoft had perhaps the most famous quote on this pace of change, saying that Microsoft saw “two years of digital transformation in two months.” In our own customer base, we saw that often the resources…

Clients can now implement state of the art speech recognition into their IVR solutions using Deepgram’s UniMRCP  IVR technology is witnessing a tectonic shift toward becoming a full-blown virtually managed deep science technique for contact centers and customer support management platforms. And, it’s the customer preference that’s pushing IVR platforms to leverage more of AI ML and marketer’s behavioral marketing intelligence capabilities to solve Customer experience issues commonly linked to IVRs. Business analysts…

"My best advice for companies in this situation is to ensure the technologies they’re deploying and wanting to sell are grounded and aligned to specific business needs." Hi Martin, congratulations on the new platform launch. Tell us about the marketing game plan behind launching a CXP tool in the middle of the COVID-19 pandemic crisis. While our new EXP+™ solution happened to launch during the pandemic, it was not due to COVID-19. It’s a continuation of the journey we’ve been on for the past few years, reframing and…

As the COVID-19 pandemic is keeping many of us in our homes, the future of Customer Experience in online shopping is a big predicament for all e-commerce brands. As the COVID-19 pandemic is keeping many of us in our homes for the foreseeable future, online shopping has become the go-to way Americans are getting essential (and non-essential) items. In fact, the volume of online shopping increased by 25% since the start of March. But, with difficulty getting delivery time slots for groceries and slower shipping times for…

In the last 18 months, we have seen numerous B2B commerce partnerships and M&As in the CX economy that are pushing the envelope on martech. And today, we have an update for CRM specialists who are looking to heighten their results using CRM, ABM and CX Management tools and solutions.