Consumer Value SolutionsCustomer Experience Management

Artificial Intelligence for Telecom Companies in the Covid Scenario

Unprecedented Covid 19 pandemic is impacting the entire globe and all business lines - telecom companies are no exception and are impacted as well.  On a positive note, telecom companies…
Mukund Shastri
22nd October 2020
Customer Experience Management

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 Sanyal
3rd May 2019
Customer Experience Management

“Listening” to the Customer with Big Data Analytics

Crafting out a marvellous customer experience management strategy can play a very vital role in affecting the bottom line numbers of an organisation. Today, more and more firms realise the…
Comviva
5th December 2017
Customer Experience Management

The Increased Role of Artificial Intelligence in Enhancing Customer Experience

With 38% of the enterprises currently using ‘Artificial Intelligence Technologies’ and the number expected to grow to 62% by the year 2018 (Narrative Science), AI is seen as the most…
Comviva
5th December 2017
Customer Experience Management

Customer Experience Management and Mobile Money: A Perfect Storm

To incessantly state that mobile money has caught (and held) the imagination of the global payments space is unnecessary. Let’s just jump right in-GSMA’s 2015 State of the Industry Report:…
Comviva
23rd February 2017
Customer Experience Management

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 Sanyal
4th July 2016
Customer Experience Management

Telecom CXM enabled by Big Data Analytics

The rapid proliferation of smartphones has brought with it many changes like the increase in data consumption, migration to 3G/4G, emergence of OTT providers besides increasing customer’s expectation from the…
Comviva
3rd March 2016
Customer Experience Management

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 Sanyal
8th June 2015
Customer Experience Management

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 Sanyal
2nd December 2014
Customer Experience Management

A demanding customer represents an opportunity

Amit Sanyal, Assistant Vice President & Joint Head, Consumer Value Solutions business, Mahindra Comviva shares his views on why Customer Experience Management is becoming increasingly relevant today. Excerpts… 1. Why,…
Amit Sanyal
27th October 2014
Customer Experience Management

CXM and the Modern Customer

Know your audience……the customer knows more than you! This is the first trick of the trade taught as a part of Marketing 101. Nothing much has changed over the years,…
Amit Sanyal
3rd September 2014