Introduction With technological ingress, sophistication has taken over customers’ minds, and they expect a seamless experience across channels. However, many organizations lack the orientation and means to track customer experience across the customer journey and instead focus on individual touchpoints. This is a half-hearted approach; Mckinsey believes organizations should rather focus on the end-to-end customer...Read More

Introduction If remuneration won’t help overcome remorse at the workplace, then what will? But that is the ground reality: many companies struggle to retain employees, and that has made Employee Experience Management software take center stage in a company’s strategy. What is the employee experience? Forbes, in an article published a couple of years ago, said...Read More

Introduction The customer is king, and everybody wants to know their opinion. This new strategy to listen to the Voice of the customer has underscored the importance of measuring customer experience metrics such as NPS (Net Promoter Score), usually offered by most customer experience management software. But is NPS a reliable metric based on which organizations...Read More