Guest post by
Runal Vinodchandra Vakharia, Senior Associate Consultant, Infosys
We are in times where the world is moving at a faster pace, customers are matured and companies are competing with one another to retain customers, while looking to increase revenue from current customers. This has led to the understanding that service offerings can be important differentiators and provide an opportunity to create a customer bond through emotion thereby
improving overall customer service experience. One of the tools to enhance customer experience is by deploying knowledge management tools to disseminate key information to service personnel/customers on the fly.