Can we trust the CSAT score?

New Year brings in new hope, new challenges and new resolutions. I have made some resolutions. Hope you would have made yours too. One of the resolutions that I have taken this year is to read 24 books this year. That is 2 books in a month. I usually pick a book based on book reviews....

Infra Services, Thought Leadership

Strategic technology trends for 2016

This blog post tells us the five technological areas in which effort, money and time will be invested in 2016 by enterprises. These trends are expected to have a significant impact on enterprises and may require major investment.

Tech Support

Omni channel experience - A customer’s experience

Omni channel (also spelled Omni-channel) is a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store.

Marketing, Tech Support

Customer friction kills sales

When I attempt a transaction with an enterprise, I always expect a seamless transaction that is simple, fast without any blocks or problems. If I experience any discomfort in the transactional process I would have a negative experience with the enterprise. Any discomfort that acts as a...

Internet of Things

IoT Tsunami is coming: Stay Connected…

“Let’s Simplify” was the official theme for CSS Corp’s flagship event #OneWorld15 The unofficial theme for the event was the Internet of Things (IoT). “Automated support in the IoT era” was the buzz word at the event.


Of Clam Chowders, Jungle Safaris & You - Dear Customer

I just returned from our customer event - OneWorld’15 last week from San Francisco, and even before I had time to recover from the travel, CSS Corp was deep in the jungle donating camera traps to the forest officials in the Indian state of Karnataka. Both were two of the most humbling...

Thought Leadership

Adaptivity – It is in our nature

Its 40 degrees outside. You are in your living room. Your air-conditioner has given up and your "phone" knows it. It also knows that your favourite flavour is strawberry and your preferred brand is Baskin Robbins. Pulling out all its contacts and coordinates, after checking with your...

Internet of Things

IoT’s impact on customer experience

Yesterday (The 90s)

I have an uncle who is 6'5" tall and has big feet. He could never find a shoe that fits his size. Every time he walked into a shoe store he would always get the same reply that there is no shoe that fits his feet. He would travel to a different city and get custom...

Thought Leadership

Trends and Challenges for Enterprises

GSMA report predicts that there will be 24 billion connected devices by 2020. That's roughly 4 devices per person, if you look at a population of seven odd billion. Internet of Things (IoT), Internet of Everything (IoE), Global Integrated Network of People and Gadgets (GINPeG)... call...


Customer retention needs to dominate acquisition

According to Lee Resource Inc.: “Attracting new customers will cost your company 5 times more than keeping an existing customer”

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