Alok Kulkarni

Alok Kulkarni

Alok Kulkarni

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CX marks the spot: Lessons for restoring trust with customers after a company data breach

Consumers have become increasingly comfortable with providing personal data to brands in order to receive a personalised experience and seamless customer journey. However, recent news that Uber concealed a data breach affecting 57 million users and drivers for a year, demonstrates the rapid mistrust a brand can generate when it doesn’t adequately protect this data,… Continue reading CX marks the spot: Lessons for restoring trust with customers after a company data breach

Alok Kulkarni

Alok Kulkarni

Author

Here’s to 2018: the year of trust in business

In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands… Continue reading Here’s to 2018: the year of trust in business

Alok Kulkarni

Alok Kulkarni

Author

Why your business needs to know about – and prioritise – ‘Operational Customer Experience’

Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX)… Continue reading Why your business needs to know about – and prioritise – ‘Operational Customer Experience’

Alok Kulkarni

Alok Kulkarni

Author

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