Browsing: Opinion

While many company executives focus on product development and budget cuts, forgetting that the company success will largely depend on customer satisfaction. As we wrestle with Covid-19 pandemic and global recession, how companies interact with their customers is more vital than ever before making customer experience as the key ingredient that will determine the success of any company. 

Most research carried out in 2020 such as Adobe Digital Trends, ranks customer experience at the top a head of digital marketing, video marketing and even social media. A survey by Deloitte in 2017 on Global Contact Center, found that 88 percent of companies now prioritize customer experience in their contact centres. Companies offering better customer experience earned between 4 and 8 percent more than their competitors as seen in SmartInsights and Temkin Group 2019. Brands that create a company culture focused on customers help their employees work together to …

By Sachen Gudka

Coronavirus is our wake-up call. No one could have predicted its disastrous impact. But that is the nature of disasters; most are sudden, unpredictable and leave in their wake unimaginable misery and loss. We have been quite rudely awakened to the essentiality of disaster resilience.

Anything that we do from now on, any buildings, any plans and any developments as a country have to be done through a disaster resilience lens. Any policies developed and implemented should be able to answer the questions: ‘Will they help us get through the next disaster shock with minimal loss? Will they help us bounce back fast enough and set us on our feet to recover quickly? And more importantly, if we are ever to be left with no options but to close our borders, can we sustain ourselves?’

At the moment, efforts to reduce exposure and spread of the virus …