Business Chief USA November 2019

online.magazines

IN 2018, TWO-THIRDS OF

COMPANIES INCREASED

THEIR CUSTOMER EXPERIENCE

TECHNOLOGY INVESTMENTS

THE GLOBAL CUSTOMER

EXPERIENCE ANALYTICS

MARKET IS EXPECTED TO GROW

TO AROUND $12BN BY 2023

experience must be seamless, curated

and on-demand. Companies that want

to succeed in what may become the

Decade of the Customer need expert

help – a fact that means the global

Customer Experience Analytics

Market is expected to grow to around

$12bn by 2023 – and to embrace the

power of digital. Vinod Muthukrishnan,

co-founder and CEO of customer

experience management software

company CloudCherry, lives this reality

every day. “Customer retention is lower

than it ever has been. The millennial

audience is actually much more conscious

of business ethics, the

environment and corporate social

responsibility than the two generations

before it, mine included,” he explains.

When asked about the key to a great

customer experience, Muthukrishnan

says: “We’re going back to the basics.

In many ways, the more digitisation we

do, the more humanisation the customer

demands. You can use machine

learning, you can use bots – you do

whatever, as long as it’s aimed at actually

giving that customer a more

personal experience.”

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