Evolving customer behaviours and expectations

/ by Mudassar Malik

Pursuit of optimal customer experience is driving digital transformation initiatives across all industries because technology is allowing customers to be in direct control of their interactions with us. From the ease of multi-channel digital connectivity to immediacy in service, customers expect frictionless and hyper-personalized experiences that embody simplicity, Do-it-Yourself, and social. Likes of Amazon, Apple, Google, and Facebook are also not making it any easier by setting standards that customers expect every business to match.

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Customer Experience in the digital economy

/ by Mudassar Malik

Pursuit of optimal customer experience is driving digital transformation initiatives; with technology allowing customers to be in direct control of their interactions with businesses. From the ease of multi-channel digital connectivity to immediacy in service, the customers are demanding seamless and hyper-personalized experiences  that embody simplicity, Do-it-Yourself, and social.

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Voice Assistants: The Gateway Drug to Conversational Commerce

/ by Sachin Mahajan

Building on the millions of years of evolution, unsurprisingly we humans prefer the use of voice to interact. However, for decades it was touted as a technology which “wasn’t quite there yet” to be used with machines. In the interim, nose-to-the-phone model of personal computing became the defacto standard and no one really questioned it. Things have really begun to change in the past few years as Apple Siri, Amazon Echo and Google Talk gained momentum and their QoE is a welcome relief.

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