What’s driving India? It’s not mobile screens. It’s music.
COVID-19 and the ensuing lockdown have really contributed to a clear departure in the way we lead our lives. From being always on the go, we have moved into a …
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 …
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 …
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 …
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 …
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 …
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 …