Raj Sivasubramania

What your CX program can learn from my five-year-old daughter

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no”...

Two reasons to analyze what customers say – just not what they do

In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences...

Is your omnichannel strategy customer-centric or self-centric?

Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online...

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