CX - ET Edge Insights

Delivering business value: Is NPS really an enabler?

Generally speaking, of the two categories of CEO/CXOs that I have interacted with on the subject of NPS (Net Promoter Score), there are those who are in a hurry to operationalise the NPS solution within their organisations and perhaps have a fuzzy idea of the benefits and, there are those who after having implemented it …

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Decoding consumer mindsets by understanding key consumer trends and how the brand addresses them

The biggest trend in consumer behaviour that we are seeing is linked to digital adoption. According to most consumer surveys, over 25% of consumers are buying online for the first time across multiple categories of goods and services. With 75% of our customers doing research online before visiting physical stores, we have initiated virtual and …

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Transformation of businesses through CX in the age of digital disruption

With digital transformation, businesses have the opportunity to communicate with modern consumers and meet their desire for a unified customer experience across all channels and locations.

Customer Experience is the new currency for true business differentiation

In today’s world, technology plays a crucial role in generating paradigm shifts and will continue to equip organisations to meet the challenges of meeting ever-evolving client demands

Can designing experiences lead to customer action?

Brands need to focus beyond transferring the ownership of their products to customers. A brand is a promise fulfilled. Brands and organisations need to focus on an enterprise level to truly deliver a meaningful and relevant customer experience. Over the last few years, the use of Data Science, Behavioural Science, MarTech, and AdTech have completely …

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Brands need to have a vision for developing Customer Experience strategy

In the last couple of years, we have witnessed the largest shift in consumer behaviour in a generation. A lot more people are leading digital-driven lives and creating an increasingly data-rich world. Today, we have more insights into our customers’ behaviour than ever before. Customer expectations for the brands they buy from, has also evolved. …

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Role of CX in building construction industry

A great customer experience means we are committed to find positive outcomes through a unified team effort. The brand and company’s reputation depend on customers. The services and experiences we give them determine how they feel about our brand. If our brand is highly respected, we will easily get business opportunities from existing and new …

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