Paige Williams

In today’s hyper-connected age, global businesses are no strangers to disruptions. The CrowdStrike incident, which affected millions of devices around the world, was a stark reminder of our vulnerabilities. Industries such as transportation, financial services, and emergency services faced immense challenges, overwhelming contact centers with calls from stranded travelers, frustrated banking customers, and patients seeking urgent help. Managing customer experience

In business, there is no single team exclusively responsible for ensuring customer satisfaction. Every department, whether through direct or indirect communication, plays a vital role in developing a positive customer experience. When efforts across departments are disjointed or misaligned, customers may become frustrated and seek solutions elsewhere. Marketing leaders, therefore, have the critical role of unifying teams to maintain a

In an ambitious move to cater to India’s diverse linguistic landscape, Air India has expanded its customer support services by incorporating seven regional languages. These languages include Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu. The initiative aims to provide a more personalized and accessible experience for passengers who prefer to communicate in their native languages. This enhancement is designed

In the rapidly evolving landscape of customer experience, advanced technologies like generative AI (GenAI) are pushing boundaries and redefining how companies interact with their clientele. It is no longer enough to just offer products or services; customers now expect seamless, personalized experiences that resonate on a human level. While GenAI has the potential to revolutionize the customer experience by automating