Nilakantasrinivasan Janakiraman

7 Acts of Customer Centric Professional

I was shook up from a deep slumber by a voice that sounded like my school headmistress “Sir, do you want to buy anything”....

Check Points to Evaluate Touchpoint Efficacy

Building an excellent rapport and loyalty with customers isn’t another management fade. It is about building trust and that cannot be done overnight. We...

3 Trade Secrets of Where to start Customer Experience (CX) Initiative in Your Organization

This article is the second one in the series titled “Getting Started With “Real” Customer Experience in Your Organization”. In the first article, we...

Getting Started With “Real” Customer Experience in Your Organization

Think about it, Customer Experience (CX) is not new to the industry. All of us understand the importance of putting customer at the center...

4 Key ‘Must-Measure, Can’t Leave’ Customer Experience (CX) Metrics

In a world of analytics, most organizations have enough data, metrics and dashboards to deal with. When it comes to customer experience (CX),...

2019 India Centric Customer Experience Trends

There are many trend trackers to present a global perspective of CX, but there aren’t many in India. We have seen that many global...

Alice doesn’t live in wonderland

The wonderland experience of Alice lasted only as long as her dream. Though the tale of Alice in Wonderland plays with logic, giving the...

The Big Hidden Killer of B2B Customer Experience

B2B companies are still in honeymoon when it comes to CX (Customer Experience). Whether or not you agree on this, it is certainly an...

6 Ways Brands can lead in ‘No Loyalty’ Era

As I was sitting through the meeting of an enterprise for reviewing the efficacy of customer loyalty programs, it was clear that in spite...

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