Author Archives: shilpagaddikoppula

Do you know that you are talking with a Chatbot?

There has been increased chatter on how Chatbots Provide New Opportunities for Self-Service. According to Gartner, by 2020, 30% of web browsing sessions will be done via voice rather than a screen. A new wave of enterprise applications harnessing intelligent … Continue reading

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Mobile Customer Experience

Bruce Temkin is a customer experience visionary, speaker, advisor, and researcher who co-founded the Customer Experience Professionals Association. In his Customer Experience Matters article, Temkin explains 2017 will be the year of purpose, as companies will be elevating purpose and … Continue reading

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Everyone talks about creating innovative experiences. How do you actually deliver?

According to Forrester Research, successful organizations will differentiate themselves by delivering consistent, highly secure, customizable, and scalable customer experiences. Organizations that deliver great customer experiences will realize true business impact through better operating efficiencies, improved customer loyalty, and growth. The … Continue reading

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Converting Feedback into Actionable Insights

Do you agree that the purchasing decision journey for consumers involves multiple steps? Many of these steps are now being captured, digitized, and transformed into metrics and data. As this data becomes an implied derivative of essential retail and consumer … Continue reading

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Importance of Customer Feedback

“Customers want to feel their opinions are being heard. Listen to what they’re saying on social media and take action on their suggestions. Actively encourage input by conducting surveys about all aspects of the customer experience, including your customer service, … Continue reading

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The Next Stage In The Insights Revolution

Predictions made by James McCormick and team in their Forrester article about AI and the insights revolution was truly thought provoking. They have mentioned that to liberate customer insights from the typical silos of data scientists and other analytics specialists, … Continue reading

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Leadership required to foster Innovation

Innovation leadership is a philosophy and technique that combines different leadership styles to influence employees to produce creative ideas, products, and services. The key role in the practice of innovation leadership is the innovation leader. Without innovation leadership, organizations are … Continue reading

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