Mansi Bhatia

5 Tips to Excel at Customer Support During Holiday Season

Its that time of the year again! The holiday season is upon us and as much as we would like, we all cannot be Monica Geller. We all are guilty of last minute holiday shopping - whether going to a retail store or buying...

Employee Experience: The Road to Customer Experience (CX)

We all have been talking about customer experience (CX) for a long time now. We have given it so much importance that sometimes while having an outward look, we tend to miss out on what is happening in your own home i.e your organization....

Identifying Customer Service Pain Areas and How to Solve Them

If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader...

Millennials are Here: Is Your Customer Service Millennial Ready?

As we enter into the new year, one of the largest generation in the history, i.e. the Millennials (also known as Gen Y) are all set to move into its spending years. It is not just about spending on commodity and experiential goods, they...

Artificial Emotional Intelligence: The New milestone in CX

Humans pride themselves on their ability to understand each other (well, mostly). But recently, we are faced with a new technology, namely, artificial intelligence (AI). Plenty has already been said about it in the recent past. Truth be told, this is just the beginning....

Delighting the Customer in an Omnichannel World

Gone are the days of one-on-one customer interactions. Today’s customer reaches out to the organizations through various channels - emails, calls, social media, etc. Similarly, while interacting with a brand, customers go through a lot more touch-points today than they did ever before. That...

Creating Positive CX Memories with Awesome Customer Service Recovery

In any business, there are times when there is a lapse in customer service leading to an irate call or customer interaction. The bad customer experience (CX) could be due to many reasons - external as well as internal. For instance, late delivery due...

Improving Customer Experience with a Customer Centric Culture

Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. One of the ways of achieving this is by adopting a...

7 Ways in which Artificial Intelligence is Redefining Customer Experience in Contact Centers

A lot has already been said about Artificial Intelligence (AI). Some love it while others hate it. But today’s truth is that you can’t ignore AI. It has arrived and how. The advent of Big Data has further given a boost to AI. It...

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