Asynchronous Communication and Hark: The New Paradigm Shift in Customer Experience

In an era where digital transformation is no longer a luxury but a necessity, every touchpoint with your customer matters. Traditional avenues of communication are giving way to more agile, effective, and less intrusive methods. Enter asynchronous communication, a concept not new but revitalized through innovation in the Customer Experience (CX) landscape. One of the […]

Navigating the Nuances: Beyond Traditional Voice of the Customer Metrics

In a world that is brimming with data, the authentic voice of the customer has the potential to get lost amidst the noise. Traditional metrics, while functional, have ceased to encapsulate the depth and breadth of customer interactions. The new era beckons a more profound connection, one that resonates with the customer at an emotional […]

A Glimpse into the Digital Heartbeat of EXL: An Exclusive with Andy Logani

The Rise of a Digital Maestro In an era increasingly influenced by the twin titans of digital transformation and customer experience (CX), Andy Logani emerges as a beacon of expertise and passion. As the Chief Digital Officer of EXL, his journey from handling customer calls to steering the digital direction of a major organization is […]

ArenaCX: A Vanguard in Business Process Outsourcing — An Interview with Alan Pendleton

In the bustling heart of the tech industry, where innovation meets demand and solutions are born, I had the unique privilege to sit down with Alan Pendleton, the visionary behind ArenaCX. As the CEO and founder of this burgeoning marketplace for business process outsourcing, Pendleton’s insights into the industry, combined with his pioneering approach to […]

The Evolution of Patient-Centric Experiences

  Healthcare’s evolution has shifted from a predominantly illness-focused approach to one centered around the patient. This isn’t merely about treating ailments but addressing the holistic needs of individuals. At the core of this transformation lies a fundamental principle of customer experience: understanding the customer—or in this case, the patient. EXL, under Anita’s leadership, is […]

Unlocking the Power of Low-Cost CX POCs: A Conversation with InQuba’s Trent Rossini

In the world of customer experience (CX), there’s a transformative shift occurring. Leaders in the industry are not just focusing on high-cost, long-term strategies but are realizing the potential of low-cost proof of concept (POC) approaches. Today, I had the privilege of sitting down with Trent Rossini, the Managing Director of InQuba, to discuss this […]

The CX Alchemy of Expo City, Dubai

In the grand tapestry of urban development, Expo City, Dubai, emerges, capturing the very essence of forward-thinking, human-centric design. As one explores the intricacies and design approach, it becomes evident that this is no ordinary city. In my recent podcast with Jad Hindy, the Senior Vice President of Marketing for Expo City, the sheer depth […]

Shaping the Future of Customer Experience: An In-Depth Conversation with Vivek from EXL

In the elegant yet unassuming setting of EXL’s NYC headquarters, I sat down with Vivek, one of the organization’s key thought leaders. Our dialogue spanned a multitude of topics, from the cornerstones of an exceptional customer experience to the transformative power of generative AI. This article aims to unfold the rich insights derived from our […]

Neal Topf’s South African Strategy: A New Frontier in Global Customer Experience

The Customer Experience (CX) landscape is in a constant state of flux, and Neal Topf is making strategic moves to contribute to its evolution. Known for his success in South America, Topf is now focusing on elevating customer service standards in the Eastern Cape of South Africa. In our one-on-one discussion, we explored his strategic […]