Customer Experience

Nextiva opens India centre to power AI, customer experience growth

Nextiva launches its biggest facility outside US in Bengaluru

Internal restructuring strategic move for seamless solutions: YES Bank

As part of organisational streamlining process, bank is harnessing synergies across all functions to optimise efficiencies and enhance customer experience, it said

Indian consumers spent 15 bn hours for service complaints in 2024: Report

Despite AI agents and chatbots increasingly becoming a part and parcel of customer service, they have yet to significantly reduce customer service wait times, with a report revealing that Indian consumers spent over 15 billion hours last year waiting to lodge customer service complaints. The ServiceNow Customer Experience report analysed the widening gap between rising customer expectations and the reality of service delivery. It surveyed 5,000 Indian consumers and 204 Indian customer service agents. As many as 80 per cent of Indian consumers now rely on AI chatbots for essential services like checking complaint statuses and product recommendations. Yet, these same consumers collectively spend an astounding 15 billion hours on hold each year, according to the report. "While some headway has been made-- the average Indian spent 3.2 hours less time waiting for an issue to be resolved than the previous year--there is still a considerable gap between customer expectations and service ..

V2 Retail aims for Rs 2,800 crore revenue; 250 stores in two years

Company aims for Rs 2,800 cr revenue, 250 stores in next two years

AI will overhaul CX, downsize teams, believe 89% industry leaders: Report

Around 92 per cent of Indian industry leaders believe that AI is fundamentally altering everything they know about CX, according to the Zendesk study

Airtel ordered to pay Rs 5 lakh fine for harassing customer in 2013 case

Airtel began harassing a customer for non-payment of dues despite the funds being credited to telecom giant's accounts

FADA and Frost & Sullivan to conduct customer experience index study

The survey will be conducted through a collection of 8,000 blind samples from people roaming in places such as shopping malls, cinema halls, hotels, and restaurants across 26 cities in the country

Mercedes names Amrit Baid as head of marketing, customer experience

Mercedes-Benz India on Tuesday said it has appointed Amrit Baid as Head of Marketing and Customer Journey with effect from February 1, 2024. Baid, who is currently associated with Region Overseas Marketing team of Mercedes-Benz Malaysia, succeeds Pradeep Srinivas who moves to Mercedes-Benz AG headquarters taking up a global role. "Amrit is a home-grown talent with a proven record of strategizing and delivering key marketing campaigns in India. He now joins us from Region Overseas Malaysia, where he successfully steered various projects to integrate and optimise digital customer experience," Mercedes-Benz India Vice President (Sales & Marketing) Lance Bennett said in a statement.

Adobe launches generative 'Sensei GenAI' to transform customer experiences

In Adobe Experience Cloud, customers will be able to move seamlessly between Sensei GenAI services and existing features, right within their workflows, the company said during the 'Adobe Summit'

Air India ties up with Salesforce to improve customer experience

Airline to use Salesforce's products with AI as it implement five-year transformation plan

92% of Indian business leaders find optimal CX immersive: Report

About 92 per cent of Indian business leaders believe that the optimal customer experience (CX) is immersive and integrates naturally into what customers are doing, a new report has shown.

Consumer trends that will shape 2023

From renting luxury items to recommerce and using AR to make purchase decisions - the customer will get smarter, more realistic and more prudent this year

OYO announces launch of category for highly rated hotels in 70 cities

Best hotels ranked by customer experience, location, analysis of reviews: CEO Ritesh Agarwal

Do you know your customer's decision journey?

Often, just a few key activities are all that you need to ensure that your brand does not become a leaky bucket that keeps losing customers at the last stage

Supply chain start-up Wheelocity raises $12 mn to expand business

Wheelocity will use the fund to build new products, expand its customer base and improve its fruits and vegetables supply chain

Air India's PSS switch to improve customer experience, augment revenue

Benefit include efficiency in re-issuance of tickets due to date change or rerouting, smoother bookings using frequent flyer loyalty points

Indian startups, big firms aim to make digital economy personal: Adobe

New innovations in Adobe Experience Cloud are customising experiences for millions of people and from startups to big firms in India, the aim now is to make the digital economy personal, Adobe said

Improving customer experience spurs AI use in BFSI, says report

83% of BFSI leaders believe enhancing customer experience is top driver of AI implementation

Banks will have to be a lot more friendly while serving customers, says FM

Responding to a query on hassle-free loans to startups, she said performance in servicing loans under MUDRA and SVANIDHI has been very good

Thibault Cuny on his India-strategy in an evolving alco-bev market

In a chat with Business Standard's Surajeet Das Gupta, French distiller Pernod Ricard's South Asia chief Thibault Cuny talks about his India-strategy and the customer experience he wants to drive in