Author: devca

There was a time when enterprise service management felt like an endless game of catch-up . waiting for tickets to pile up, scrambling to resolve disruptions, and navigating overwhelming backlogs. The watermelon effect was very real. Today, a new era is unfolding. Businesses are no longer reacting to problems, they are predicting and preventing them

As 2025 unravels itself, here’s a look into how the world of customer experience (CX) has evolved over the last year and what lies ahead. Forrester Research published their US CX Index in June 2024, highlighting a significant opportunity for improvement in customer experience across America. Only the airline industry appeared to be improving the

Every customer touchpoint represents a valuable sales opportunity. To maximize this potential, you must meticulously design every touchpoint and every engagement to be seamless and perfect. With the explosion of digital channels, streamlining experiences and understanding customer intent has become increasingly intricate. Fortunately, the rise of artificial intelligence (AI) is revolutionizing sales with game-changing insights-driven

The telecom industry is extremely competitive. Telecoms have faced more and more challenges as the decline of landlines and growth of over-the-top services has left them struggling to differentiate their services. Customer Experience (CX) is now one of the most important drivers of customer loyalty and this is becoming critical for telcos as the typical

GenAI powered by LLMs offer significant transformational potential across industry use cases. On the flip side, the operational costs associated with deploying these models surges due to improper planning. This blog delves into the following topics: Prompt engineering has emerged as a vital discipline that can help enterprises leverage LLMs effectively and efficiently, balancing both