VJ Manickam is a member of EMC’s Total Customer Experience (TCE) Customer Advocacy team based in Singapore. She is a 12-year EMC veteran, with a strong background in process improvement, including a Lean Six Sigma Black Belt certification. VJ’s mission is to optimize the experience for EMC’s Asia Pacific customers through enterprise-wide alignment with customer priorities.
Your employees are talking to customers every day. But how do we leverage these personal and frequent conversations to uncover problem areas, discover new product ideas and identify trends? The highly popular Spanish retail chain, Zara, taps into its store... READ MORE
The final segment in this three-part series focuses on how to empower the people that drive the customer experience—employees and partners. How you equip these two groups to deliver a great customer experience is critical—they are the ones who... READ MORE
89% of companies surveyed by Gartner believe that customer experience will be their primary basis for competition by 2016 (Source: Gartner report, Predicts 2015: Digital Marketers Will Monetize Disruptive Forces, December 2014). We are seeing more and more companies who... READ MORE
Technology brings tremendous opportunity to all facets of business. However, if neglected or misused, rigid technologies can prevent ecosystems from being responsive to evolving business and customer needs. The role of “the cloud” is dramatically changing the technology landscape.... READ MORE
If you were asked what will be most important in the year 2020 to your business strategy—products, price or experience—what would you say? Based on a study by Walker Info, not only is experience more important today, but its... READ MORE