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Rajeev Ranjan


October 23, 2013
The customer experience performance metric: Bridging the gap between the actual and the perceived

Customer experience is all about the perceptions and related emotional value caused by the most recent, historical, one-off or cumulative effect of interactions with a supplier’s employees, channels, systems, products or services.  Customers expect to have a consistent, connected, personalised, and efficient experience across all phases of the customer lifecycle and across all their channel interactions.

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