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  • CX, Enterprise Tech, Viewpoints
    • February 1, 2019
    Digital retargeting: How far is going too far?

    Digital listening has emerged strongly as an important tool to boost customer understanding and analyze trends based on their behavioral attributes and digital footprint. Such vital insights are used by marketers to efficiently engage their customers with targeted and personalized content and offerings, which are delivered

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  • Enterprise Connect, Industry Connect
    • December 14, 2018
    In Conversation with Suman Reddy, Pegasystems, on AI-led CX

    Customers’ expectations have changed overtime and organizations have to up their ante to deliver on it and steer ahead of competition. With the proliferation of digital devices and explosive growth in digital usage, organizations are preparing their business ecosystem to start delivering the experiences that today’s

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  • CX, Enterprise Tech, Viewpoints
    • November 13, 2018
    Analyzing SAP’s $8 Billion Acquisition of Qualtrics

    SAP is acquiring Qualtrics for US$8 Billion in cash, pre-empting a planned IPO by Qualtrics this week. For SAP, the Qualtrics deal sits right at the core of its service business, helping it expand its service offerings. For Qualtrics, the acquisition is a monumental acknowledgment of

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  • CX, Enterprise Tech, Viewpoints
    • November 8, 2018
    Digital Marketing: The Key for Excellence in CX

    Digital marketing is the new area of interest for organizations looking to drive a successful customer experience agenda. At CMR, our recent interactions with a majority of CMOs and marketing executives have confirmed that one of their top business priorities for 2019 will continue to be

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  • CX, Enterprise Tech, Viewpoints
    • October 30, 2018
    Personalization: Key Imperative for CX

    Personalization is based on customer data and usage patterns. Till a few years ago, personalization was done in a reactive manner where organizations studied the insights from customer research and based process changes on it. However, today, organizations are looking at predictive personalization. The prime reason

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  • CX, Enterprise Tech, Viewpoints
    • October 12, 2018
    Superior CX = Higher Online Sales

    Smartphone penetration in India has grown manifold over the past decade, standing at a strong 30% in 2018. To tap into this lucrative business opportunity and boost market presence, handset vendors both domestic and international are approaching the market via multiple channels. Amongst these, selling smartphones

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  • CX, Enterprise Tech, Viewpoints
    • September 14, 2018
    CX will shape the future of Public Sector Banks

    Public sector unit (PSU) banks have been under immense pressure in the recent past to stay afloat. Overall, the size of their customer base has grown in the past few years owing to new government schemes such as Prime Minister’s Jan Dhan Yojna and increasing rural

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