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Business of experiences: shifting paradigm to customer-centric innovations


Sachin Karweer, Business Head, HGS Interactive

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Article originally published on Afaqs

If you looked back ten years from now, customer service used to be appreciated. However, times have changed and it is not appreciated, but expected from all businesses today.

There is a sea change in the entire landscape of customer service, with a radical shift in consumer behaviour and expectations. Who would have thought that businesses today would be interacting with consumers using advanced technology such as intelligent assistants, artificial intelligence-powered bots and augmented reality? It is safe to say that futuristic fantasy is today’s reality!

Businesses are moving from a traditional product-centric strategy to one that focuses more on the customer. They are being pushed beyond the tenets and philosophy of customer experience (CX). This is the business of experience (BX).

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