Articles written by Chisom Okwara
NSIA Banque Benin, a subsidiary of the NSIA group, chooses RightCom to set up its customer experience management program. This program will enable the bank to improve the quality of service and its relationship…
Have you ever walked into a bank to find an unhappy customer complaining bitterly about an unwarranted debit from their account? Ever encountered what is probably the most daunting peril of ATM usage (besides…
With customer-centricity fast becoming the heartbeat of forward looking companies and digital revolution permeating the consumption landscape, one can attest that the rise of the feedback economy has been imminent. Hubspot’s 2019 State of…
Forrester’s Harley Manning predicted that in 2020, the business case for customer experience will have pride of place in CX discourse, as CX professionals will take more strides to justify the financial benefits of…
Customer experience is a journey that involves interaction with products, services, and the systems underlying their production and exchange. While it is important to ensure that business offerings which customers directly interact with are…
Temkin group points out that organizations must be customer centric internally before they can improve the experiences they deliver externally. In other words, the roots of customer experience delivery can be traced to the…
Customers have experienced a mind shift. They expect any desired information or service to be available, on any appropriate device, in context, at their precise moment of need. – Forrester. We have transcended the…
In the year 2011, Coca Cola ran its “Share a Coke” campaign, encouraging customers to buy personalized bottles of Coke to share with others. Bottles and cans of coke were personalised with people’s names…
Customer relationship management as we know it today is more operational than analytical. Businesses have mastered sales and marketing automation, and established service automations through issue management solutions and customer care centres. However, when…
In our last blog post, the global transition to the experience economy was delineated as a contemporary economic phase kindled by the interaction of a highly empowered demand and and a responsive supply. This transition finds…
