Amrita Bhattacharyya

Conversational Commerce and What It Means for Your Customer Strategy

The Year of Conversational Commerce Conversational Commerce refers to using natural language within a messenger application (Messenger, WhatsApp, WeChat, and others) or using voice assistants...

Domino’s – Taking A Giant Leap With CX Innovation

Generally speaking, I am a pizza snob – you know the pear and camembert with a drizzle of balsamic vinegar type of pizza eater....

Are You A Six Dimensional Strategist?

Background In a recent post ‘For Business At Warp Speed, Is Customer Strategy The Only Strategy?’, (Link) we touched upon how in...

Where Does The CX Metrics Data Go?

I hate to break it to you, but when it comes to customer metrics, there is no silver bullet. On one hand, we...

In A Digital First World, Contact Centres Are The Custodians Of Customer Loyalty

Customers Are Increasingly Digital First The immediacy, convenience, and ubiquity of the internet have forever changed customer behaviors and expectations. Gartner has predicted that...

At Warp Speed Is Customer Strategy Is The Only Strategy?

No Business Is Too Big To Fail We are in an era of unprecedented business volatility. Businesses lifecycles are collapsing due to three key...

Simplicity ≠ Simplistic

The increasing complexity of modern living makes us crave simplicity. For customer experience professionals, Simplicity is the new black. At all levels...

The Obligatory Customer Experience 2016 Trends Post

‘It’s the most wonderful time of the year’ and what that brings is a plethora of predictions – the ascent of algorithms, the domination...

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