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The Unexpected Opportunity: How COVID accelerated digital & CX journeys of...

The online and offline retail worlds are converging faster than ever, and for any successful brand or retailer, a...

New consumer behaviours accelerate focus on experience for long term growth:...

A large majority (77%) of CEOs said they will fundamentally change how their companies interact with customers as a...
Customer Experience: Pulse of every business in the post COVID world

Customer Experience: Pulse of every business in COVID world

COVID-19 has already impacted the global economy manifold. We have also observed a shift of consumers to online channels,...
Customer Experience (CX): The epicenter of retailing

Customer Experience (CX): The epicenter of retailing

Retail industry in India has huge potential for growth and development as major part of it remains unorganized. With...
Customer Experience: The new operational excellence in retail

Customer Experience: The new operational excellence in retail

India has an incredibly diverse population. Brands need to cater to a wide range of consumers from myriad backgrounds,...

The Transformation of Offline Retailing – How Reliance Brands leveraged contextual...

Visiting a retail store is an investment of time, energy and money. Hence, offering a superlative experience, not just...
Do we understand customer experience or is it just a buzz word?Do we understand customer experience or is it just a buzz word?

Do we understand customer experience or is it just a buzz...

A lot has been spoken about Customer Experience and it still continues to generate interest. Since CX typically is...
Chatbots to handle 25 percent customer service and support by 2020

Chatbots to handle 25 percent customer service and support by 2020

Twenty-five per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across...
How to use all retail channels for a more personal customer experience

How to use all retail channels for a more personal customer...

Not that long ago everyone was talking about Omnichannel. While the buzzword has fallen by the wayside a bit,...
How storytelling can heighten the customer experience

How storytelling can heighten the customer experience

Experience is a huge part of retail today – particularly for brick-and-mortar stores. It’s what separates the physical from...