Guest Post by
Kartik Jainendra Kumar, Consultant, Infosys Limited
Today's consumer is more empowered and spoilt for choices. With proliferation of social media, smartphones, tablets etc., it has become imperative for the businesses to adapt themselves to continuously evolving Customer Relationship Management (CRM) landscape. CRM has gradually moved from CRM to Customer Experience Management (CXM). One of the focused areas where most of the organizations are trying to identify, create, distribute and enable themselves, is the use of insights and intend to improve customer experience.
Most of the organizations are turning towards knowledge management solutions to help them organize their growing mountain of information. One of the key areas of focus is searching information hidden in myriad systems, applications and databases. This information if made available in organized manner can result in improved user experience which can be a differentiating factor in the world of commoditized products.