Maz Iqbal
DECEMBER 22, 2014
Servicing customers in a smart manner – by using the right combination (digital, telephone) of customer service channels. Now, let’s turn our attention to caring for the customer. Let’s start with the basic question, who (specifically) cares for the customer?
Maz Iqbal
DECEMBER 30, 2014
Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? What about your investments in CRM systems and other technologies (e.g.
Maz Iqbal
MARCH 18, 2018
On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Colleague: Which big company, as in the kind of company … Continue reading "Dialogue on CRM, Customer Experience, and Customer-Centricity". Yet, there is little to show for it.
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