Posts From Gautam Borah

building digital into CX delivery

It is getting harder by the day for organizations to make customers stick. An integrated approach that incorporating digital into customer experience may hold the key. Recently, I was amazed looking at a few curious insights winnowed from diverse sources—seemingly

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taking center stage

In an article in these columns, Chuck Wall, founder and chief executive officer of Marketpower Group, spoke about how too many companies are relying exclusively on data to explain what customers really need. Ironically, many have too much data to process and make actionable. But the quantitative is only one piece of the puzzle. The quality of customer experience also matters. Understanding customer 2.0 and delivering superior experience holds the key.

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