November 2014

Re-defining customer experience in

Forrester research shows that since 2007 the average customer experience in the industries has gone up and the number of bad customer experiences has dropped down to minimal. But according to the latest predictions, 2015 is not a good time to provide an average customer experience. Customers are empowered more than ever and they have been interacting with numerous companies to get the best experience.

Next year companies will invest more on technology to stand out of the crowd by having a superior customer experience and soon the average customer experience companies will not be appreciated. This digital race from good to great customer experience will hit the gas pedal, and government & public sector companies will also be part of it.

Forrester says the next level of customer experience is an emotional interaction. Analytics on customer data from extended sources like social media platforms, campaign management platforms, mobile apps, and loyalty programs needs to be used to provide a more emotional interaction with the customer. This data is further used to personalize interactions in real time to transform the needs and wants of individual customers. The battle ground is shifting to new areas based on customer needs and companies should be prepared to explore them.

Original post

H. C. Madhavi

Madhavi has more than a decade of experience in working for enterprise software products companies in marketing roles. She is closely associated in research and client interactions to comprehend customer experience challenges and ways of addressing them proactively by re-aligning existing IT infrastructure. Responsible for consistency in brand across multiple channels for Intense Technologies and evolving best practices for delivering Omni-channel customer experience strategies for large telecoms, banks and insurance organizations. She has gained experience on adapting latest technologies like cloud, analytics and business process automation to enhance customer experience in fastest possible ways.She has a degree in marketing from a reputed business school in Hyderabad and has been instrumental in initiating and implementing digital marketing at Intense Technologies. She actively involves in all the marketing activities and is open to try new marketing methods to see Intense as a Fortune 500.

More Posts - Website - LinkedIn

Read more

Trending technologies for customer experience management

According to Gartner, by 2017 80% of consumers will collect, track and barter their personal data for cost savings, convenience and customization. Siloed approach, prevalent in many enterprises hinders the shift to a digital business. Evolution from a channel-centric, operational mindset to a customer-centric approach is critical for enhancing digital customer experience
Today’s systems need to be transformed to leverage a ‘unified data architecture’ wherein current data should be used to build an intelligence repository that powers innovation and governance in delivering a rich user experience.

The near future is all about personalization and user experience wherein sophisticated systems will need to be packaged into applications made accessible to end users to meet their customized business and personal needs making BI available at customer’s finger tips

BI focus is now centered in a ‘Sweet Spot’ where ‘Ad hoc Query’ meets ‘Dynamic OLAP’ leading to

– Data discovery technologies (on ‘Data Lakes’ -> fusion of     repositories, XML, NoSQL, and DB)
– Interactive reports
– Big data and real time data together, aiding decision making     systems

Enterprises can look for virtualization / cloud technologies for enhancing the customer experience. This will help lower the cost and help with integration, transformation and expansion of their current systems.


Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

More Posts - Website - LinkedIn

Read more