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May - 2016 Issue

Cover Story
Author: Gurveen Chahal
XgenPlus prides being awarded with ‘IT Innovator of the Year 2013’ by Indo US Society and recognised as ‘Most Innovative Idea of the Year 2015’ by Data Security Council of India. The firm currently serves a huge clientele including big names like BSNL, MTS, MTNL, TELONE, HAL, BRBNMPL,... more>>

Editorial

By Vignesh Anantharaj
2016 is also poised to be the year where Customer Experience Management relies heavily on customer experience analytics. Analytics as we... more>>

In My Opinion

By Rupinder Goel , Global CIO, Tata Communications Ltd.
Any organization nurturing a vision for consistent, cross-channel, coherent customer experience needs to have a centralized mechanism to... more>>

20 Most Promising CEM Solution Providers 2016

By CR Team
Growing strong with each passing year in understanding the service process, B2X intends to digitalize more and move to the online segment... more>>
By CR Team
Furthermore, all information received by Inquirly, from order details to leads to Social media analytics is sliced and diced and... more>>
By CR Team
Partnering with Avaya for over a decade now, Interactcrm solutions’ are tightly integrated with the Avaya telephony infrastructure. more>>
By CR Team
Virtually furnishing all cloud/ SaaS based products, LogMeIn’s product suite fulfills one common motive of empowering customer service... more>>
By CR Team
Providing solutions to more than 20,000 organizations in over 150 countries including 80 of the Fortune 100 companies, NICE Systems... more>>
By CR Team
QuestionPro equips clients with a feature for Customer Profiling, an automated way to gather unsolicited customer intelligence. more>>
By CR Team
Arrayed with a large number of platforms and solutions, Regalix has sculpted a sophisticated digital agency with the objective to tell... more>>

CIO Insights

By Dhiren Savla, CIO- VFS Global, & Group CIO -Kuoni Group
Secondly, due to this increased mobility, speed in services, and reduced human interface, people are seeking more assurance in terms of... more>>
By Yagnesh Upadhyay, Group Head IT, J.M.Baxi & Co
Today’s omni-channel marketing universe requires brands to be obsessive about the consistency of their messaging across all relevant... more>>
By Rajat Tyagi, CIO, PVR Limited
More and more digital savvy customer, fulfill their requirements online, they need right information and ease of use. more>>
By Vinod Bidarkoppa, Director (Group IT) and Chief Information Officer, Tesco HSC, Member of the Board (Tesco HSC)
If you want to ensure a consistent customer experience or engage in customer segmentation, MDM enables this as well by helping improve... more>>

CXO Insights

By Roop K. Lakkaraju, EVP, CFO & COO, Support.com
And no matter how well everything else worked, if the live conversation goes poorly, you’re going to have an unhappy customer. more>>
By Sada Rajagopalan, Sr.Director - Architecture / Enterprise Principal Architect, Asurion
The strategies for effecting organizational efficiency using cloud native adoption is a key mechanism to drive consolidation, remove... more>>
By Nitin Singhal, Senior Director, CX Solutions, Oracle India
Managing the entire customer experience and evoking positive feelings requires a disciplined and dedicated approach. more>>
By Michael Frendo , Executive Vice President of Worldwide Engineering, Polycom
As video is inherently visual, your ultimate goal is to see and interact with the people on the other end as if you were physically... more>>
By Roop K. Lakkaraju, EVP, CFO & COO, Support.com
Contact center training has traditionally been about getting agents to memorize complex support procedures and teaching them how to find... more>>

CEO Insights

By Arvind Thakur, CEO, NIIT Technologies Limited.
Investments in Digital technologies enhance customer experience. Customers perceive significant value if engagements are timely and... more>>

On The Deck

CXO Insights

cxoinsight

Data-Driven Predictive Technologies

By Pankaj Parimal, Head of Launch & Change Management, Hella Automotive Mexico, S.A. de C.V., Mexico, North America.
cxoinsight

Profitable Behaviours For Successful Sales

By Venkat Malladi, Co-Founder & CTO, Vymo
cxoinsight

Impact Of Cloud Computing In Logistics Management

By Mradul K, VP - Global & Strategy, LogiNext

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