Author: Jaya Prakash Kommu

Mobile service providers manage a high volume of customer service calls daily. Rapidly evolving network technology and device innovations are shaping customer expectations. Delighting callers with a quick interaction is core to a successful customer experience strategy. Mobile subscribers contact customer support for several reasons such as requesting a new SIM card, changing a plan, […]

Retailers want to stay engaged with their customers as they move seamlessly between digital channels and physical storefronts. By delivering personalized and consistent experiences across a range of retail touchpoints, companies can drive brand loyalty. Customers contact retailers’ customer support for reasons such as checking order status, updating shipping preferences, redeeming loyalty points, managing refunds, […]

As air travel starts to pick up in many parts of the world, digitization continues to transform the aviation industry. Airlines are working to reduce the number of touchpoints at the airport. Best practices have been implemented to minimize the number of physical interactions between employees and travelers. As a result, customer service is undergoing […]

New trends are shaping the credit card industry as shopping habits have rapidly evolved over the last 18 months. The pandemic has accelerated the move away from cash towards cards. Card issuers are transforming their products to better serve cardmembers through innovations such as contactless payments and mobile wallet. The rapid change in consumer behavior […]