How (or) Does AI Simplify the CXM Game?
Penning blogs on customer experience management (CXM) can get tricky after a while. The bottom-line of each piece is simple-a sound CXM strategy can make or break a business.Here’s the…
Amit Sanyal3rd May 2019
HIS ARTICLES
Paper Tigers No More: How CXM can enable Operators in ASEAN to Stay Atop their Game
Perhaps the biggest challenge while penning (yet another) article on customer experience and value management (CXM) is not repeating oneself. After all, how does the audience stand to gain from…
Amit Sanyal30th August 2018
Digital LATAM Ripe for CVM Evolution
Digital LATAM Ripe for CVM Evolution The volume of data generated every day in Latin America is enormous. Most of the countries in the region are in the middle of…
Amit Sanyal30th August 2018
How Big Data Analytics is Ushering in Next Generation Operations and Business Support Systems
Know your customer. The customer knows more than you. When it comes to customer experience management, this is, perhaps, the first (and, arguably, the only) rule of thumb. And why…
Amit Sanyal5th July 2018
Wither, Big Data?
Has big data had its moment in the sun? Interestingly, a few years ago, (that is, when the concept was making headlines) this query would have elicited a resounding NO.…
Amit Sanyal24th January 2018
Big Data Analytics and the Art of Retaining Customers
The customer is always right. No longer just part of Marketing 101, the axiom holds more sinister implications for retailers. Especially today, where being “always-on” isn’t just a phrase-it is…
Amit Sanyal17th August 2017
Examining the “Other Side” of Big Data
There’s no doubt about it-telecom is a numbers game, where data is the king. Take note, though, data doesn’t merely refer to information pertaining to subscribers, average revenue per user,…
Amit Sanyal16th November 2016
How Analytics Boosts a Company’s CXM Initiatives
There’s no escaping it-customer experience management (CXM) is what makes or breaks a brand. This is especially true today, since telecom operators live in precarious times, with falling average revenue…
Amit Sanyal4th July 2016
Customer Retention Can Be Tricky!
Without a doubt, the rapid growth of the global telecommunications space seems perfect on paper. Sample this-according to data released by GSMA Intelligence, the total number of mobile connections (including…
Amit Sanyal17th February 2016
R.I.P: Behavioural Targeting?
It would be a bit of an understatement to say that marketers are still grappling with the age old question, “What do customers want?” let me say, at the outset,…
Amit Sanyal16th November 2015
The fine line between insights and actionable insights
We live in a data-rich age. According to Cisco’s Visual Networking Index, annual global IP traffic will pass the zettabyte (1000 exabytes) threshold by the end of 2016, and will…
Amit Sanyal27th August 2015
Trends in the Latin American telecom space
Amit Sanyal, Assistant Vice President and Joint Head for the Consumer Value Solutions business shares his views on Mahindra Comviva’s CXM strategy in Latin America. He also highlights the best…
Amit Sanyal24th July 2015
Managing Customer Experience in Latin America
Amit Sanyal, Assistant Vice President & Joint head for the Consumer Value solutions business, Mahindra Comviva shares his views on the best practices and key challenges in this space. Mahindra…
Amit Sanyal23rd July 2015
Customer Experience Management-the Latin American way!
Managing customer experience in Latin America is an interesting proposition-and not merely because each country differs vastly from the other in terms of culture and the law. As a side…
Amit Sanyal8th June 2015
The wiring of CEM
Innovation isn’t enough. Today’s customer experience ecosystem (a phrase coined by Forrester Research) is essentially a network of customers, partners and employees. Add a mess of cumbersome rules and disorganized…
Amit Sanyal2nd December 2014
