Author: Sid Banerjee

Operational and Analytical CX: Know the Difference

It can be easy to think of customer experience programs as one homogenous aspiration for organisations, but with a little probing, what often emerges are two discrete types of programs: analytical, and operational CX. In both cases, CX professionals will...

Social Customer Care: Time to Engage!

If it helps to increase business exposure and connect directly with the target audience, why wouldn’t brands want to engage with their customers on social media? Done well it has the power not only to boost levels of engagement but...