DRIVING CUSTOMER LOYALTY
What’s driving equity traders' participation in crypto market today?
Indian equity traders are increasingly drawn to the crypto market for several compelling reasons. The high volatility of crypto assets, characterized by substantial price swings within short periods, offers the potential for significant returns
Transform your CX with G7 CR's disruptive approach towards customer experience
G7 CR Technologies, a Noventiq company, revolutionizes unified customer experience in the tech industry, driving business transformation and enhancing customer satisfaction.
Chief Executive Officer's Essential Skills and Traits for Success
The role of the Chief Experience Officer (CXO) has become crucial in modern businesses. CXOs are responsible for shaping and enhancing the overall customer experience within an organisation. They must possess skills such as a customer-centric mindset, strategic vision, data-driven decision-making, communication skills, change management expertise, technology proficiency, empathy, innovation, analytical thinking, resilience, accountability, adaptability, leadership and team-building, a results-oriented approach, patience and persistence, ethical leadership, continuous learning, cultural sensitivity, crisis management, and feedback receptivity.
Senior-level adtech and martech roles combine creativity, tech and business sense
The adtech (advertising technology) and martech (marketing technology) sectors require a unique balance of creativity, business acumen, and technological skills, especially at senior levels. Companies seek professionals with expertise in data analytics, AI/ML, and digital marketing, as these roles are crucial for connecting brands with customers and driving hyper-personalization.
Exclusive: Tata Digital CEO Naveen Tahilyani sets up new team
Tata Digital CEO Naveen Tahilyani is rejigging the executive team for the conglomerate's super app, Tata Neu. This comes as several senior members of the team exited. Most of the positions at Tata Digital have been replaced with existing team members. The focus will now be on the loyalty programme, called NeuPass.
Shiprocket to upskill 100,000 Indian MSMEs through e-commerce learning
The Shiprocket Growth Academy aims to foster a thriving community where sellers can connect, share valuable insights and learn collaboratively.
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How entrepreneurs can leverage AI to maximise the value of their customer interactions
Sachin Dev Duggal's Builder.ai's ‘Natasha’ sounds like a game-changer in the realm of AI-powered product management tools. Its ability to leverage previous customer interactions to predict future queries and offer insights for handling them could significantly enhance the efficiency of sales and support teams. Moreover, the capability to engage in automated conversations with customers, providing tailored solutions and insights, sets it apart from traditional chatbots. This combination of predictive analytics and personalised customer interaction has the potential to revolutionise how businesses engage with their customers, driving better experiences and outcomes.
NPST to provide Online Dispute Resolution solution to DCB Bank
Banking and payment services provider NPST has secured a contract with DCB Bank for an Online Dispute Resolution (ODR) solution. The ODR platform will streamline customer complaint addressal, enhance efficiency, and rationalize operational and compliance costs for the private sector lender.
Luxury at 30,000 ft: Flight plan takes a premium turn as airlines pamper the high-flying customer
After two sluggish years due to the pandemic, airlines have not only seen a rousing revival in corporate travel, boosting occupancy in the business class, but also a new class of leisure travellers willing to spend more for extra legroom and other perks. Travel portals are also responding to this change, with the likes of MakeMyTrip setting up a separate funnel on its website for business class tickets where customers can preview visuals of cabin comfort, meals, lounge access and other amenities.
CXO roundtable: Insights from top customer experience officers
David Martinez brings years of experience in the retail sector, where he has transformed the way customers engage with Stellar Retail's products and services. His customer-centric approach has boosted both online and in-store sales.
CXO and beyond: The expanding role of customer experience in business
In today's digital age, customers have more choices and higher expectations than ever before. They demand personalised experiences, seamless interactions, and fast resolutions to their issues. As a result, the role of CXO has expanded to encompass a broader set of responsibilities that extend beyond the traditional boundaries.
Innovations in CXO management: Leveraging technology for customer experience
Predictive analytics allows CXOs to anticipate customer needs and behaviours. By analysing historical data and patterns, they can proactively address issues and offer relevant solutions. For example, an e-commerce platform might predict when a customer is likely to run out of a particular product and offer a convenient reorder option.
Creating a seamless customer journey: The CXO's guide to omnichannel excellence
Omnichannel excellence revolves around the idea that customers should be at the centre of all interactions, regardless of the channel they choose. This approach acknowledges that customers may start their journey on one channel (e.g., browsing a website), switch to another (e.g., contacting customer support via chat), and then make a purchase in a physical store. At each step, the customer should feel like the brand has a comprehensive understanding of their needs and preferences.
Jio Haptik launches Gen AI-powered customer experience platform Contakt
The company said Contakt empowers customers with self-serve options and automation of routine tasks, and improves agent productivity with Co-pilot offerings.
Despite numbers, Zomato must tweak Gold to cut profitability drag, say experts
While loyalty programmes would ensure customer stickiness, the unit economics need to make sense in the longer run, analysts and experts said.
Building Brand Loyalty through CXO Excellence: Strategies and Case Studies
Building and sustaining brand loyalty is a strategic need in today's fiercely competitive corporate environment. Consumers are more discerning than ever, and their allegiance to a brand is based on their interactions with it. Chief Experience Officers (CXOs) are essential in creating these experiences, and maintaining long-term client loyalty may depend on how well they perform in this capacity. We will examine tactics and real-world case studies in this post to show how CXO excellence may successfully foster brand loyalty.
CXO as Change Agent: Driving Cultural Shifts for Enhanced Customer Experience
Chief Experience Officers (CXOs) now play a role that goes beyond their traditional duties in today's dynamic and customer-focused corporate environment. These days, CXOs are taking on a change-agent role and leading organizational culture changes to prioritize and improve the customer experience. This essay explains the significance of these cultural shifts for long-term corporate success and how CXOs are spearheading them.
The Art of Listening: How CXOs Harness Customer Feedback for Growth
As a result of shifting consumer dynamics, the CXO job has considerably changed. In the past, supervising customer service and seeing to it that customers' urgent requirements were satisfied were the main focuses of this position. However, as organizations came to understand the value of a comprehensive strategy for improving the customer experience, the CFO's duties grew.
How the Role Has Adapted to Changing Customer Expectations
The Chief Experience Officer (CXO) position has become increasingly important to organizational success in today's fast-paced and constantly changing corporate environment. The chief executive officer (CXO) is responsible for making sure that a company's goods, services, and overall brand experience seamlessly meet changing customer expectations.
Beyond Transactions: CXO's Role in Building Emotional Connections with Customers
In today's digital and competitive business landscape, building emotional connections with customers has become crucial for success. CXOs, or Chief Experience Officers, play a vital role in shaping strategies and initiatives to foster these connections. Emotional connections go beyond transactions and lead to customer loyalty, advocacy, resilience during tough times, increased customer lifetime value, and a competitive advantage. CXOs can contribute to this effort by setting a customer-centric vision, aligning brand values with customer values, developing personalization strategies, encouraging employee engagement, leveraging storytelling, measuring emotional metrics, driving innovation, and using technology thoughtfully.
Innovations in CXO Management: Leveraging Technology for Customer Experience
The role of the Chief Experience Officer (CXO) is crucial in ensuring a seamless and personalized customer journey in the digital era. CXOs must leverage innovative technologies to enhance customer experiences and drive business growth. Some of the latest innovations in CXO management include harnessing customer data for personalization, predictive analytics, real-time feedback, and AI and machine learning.
Customer-Centric Transformation: The CXO's Roadmap to Success
Customer-centric transformation is essential for businesses to thrive in today's competitive landscape. This involves shifting strategies, operations, and culture to prioritize customer needs and preferences.
CXO and Beyond: The Expanding Role of Customer Experience in Business
The role of the CXO (Chief Experience Officer) has evolved in today's business landscape, going beyond overseeing customer experience. CXOs now advocate for digital transformation, data-driven decision-making, innovation, and employee satisfaction. They ensure a consistent customer experience across all touchpoints, manage crises, and mitigate risks. The CXO's expanding role has a cascading effect throughout the organization, impacting departments such as marketing, technology, sales, customer service, product development, human resources, and finance. Embracing a customer-centric approach led by visionary CXOs can provide competitive advantages, including customer loyalty, brand differentiation, and increased revenue. However, businesses must address challenges such as resource allocation, data privacy and security, resistance to change, and measuring ROI.
Creating a Seamless Customer Journey: The CXO's Guide to Omnichannel Excellence
In today's digital age, customers expect a seamless and consistent experience when interacting with a brand across multiple channels. Chief Experience Officers (CXOs) play a crucial role in guiding organizations towards omnichannel excellence.
CXO Leadership: Driving Customer-Centric Strategies for Business Success
Despite being a more recent addition to the C-suite, the Chief Experience Officer (CXO) has seen a sharp increase in relevance due to the changing nature of the industry. The job of the CFO has grown and deepened as organizations have come to understand how important the customer experience is to accomplishing their objectives.
Post-Launch Evaluation: Continuous Improvement in Product Management
Post-launch evaluation is a crucial step in product management, where product managers assess the performance of their products, gather user feedback, and make data-driven decisions for continuous improvement. It allows for user-centric improvement, data-driven decision-making, gaining a competitive edge, customer retention and loyalty, and innovation and adaptation.
The Emergence of CXOs: Why Customer Experience is Now a C-Level Concern
Offering a quality product or service isn't enough to keep ahead of the competition in today's fast-paced and always changing business environment. Organizations are now recognizing that the customer experience (CX) sector holds the secret to success.
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