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# 7 reasons why CX transformation failed in 2025 (and how to avoid them)

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I've seen the world of BPM transformation go from BPO 1.0 to BPM 4.0 and have personally designed and delivered a number of these over the years as a practitioner and as a Solutions Architect. Based on my experiences and having cut through dozens of reports to give you the real reasons CX transformations fail. This is your no-excuses playbook  Customer experience transformation is a fundamental rewiring of your company to put the customer at the center of everything. Yet, about 2/3rd of such initiatives fail to meet their goals. Here are the seven fatal failures and how to avoid them.  Vague Vision: Launching with fuzzy goals like “improve satisfaction” guarantees wasted effort. Instead, create a crystal-clear vision with measurable targets—e.g., “reduce onboarding effort by 25% in one year.” A major retail bank launched a "digital-first" transformation. Without a specific vision, one team built an advanced app while another overhauled branch protocols, creating a disjoi...
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Did India get tossed out of the T20 World Cup

Now that India is officially out of the T20 World Cup, I wanted to put my thoughts on what according to me went wrong.       It will not be wrong to say that we got tossed out of this world cup. Toss is so crucial in Dubai. 9 out of 10 games were won by the teams chasing. The 10 th one would         have been so too but Scotland lacked the experience in both batting and bowling and lost to NZ only by 16 runs. Take a look at the 10 games in Dubai with the yellow highlight showing the only exception Also look at the number of overs taken to chase the target. That shows something is incorrect as the sides playing first are not minnows and include Australia, WI, India and Bangladesh (Yes I don't consider Bangladesh as Minnows any longer) Game # in Dubai 1 ST INNINGS 2 ND INNINGS Winner Overs to Chase Game 10 Scotland India India 6.3 ...
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Text Analytics as used in Contact Centers

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      Evolution of Unstructured Data in Contact Centers Having spent more than 15 years in contact centers that been the focal point of customer interactions of all kind – signing up for a credit card, subscribing for an energy connection to getting your computer issues solved through phone or an online channel to requesting for cancellation from different subscription businesses – one thing I see common amongst the half a dozen organizations that I have worked for. All of them handle in excess of 10 million transactions per month and there is a huge opportunity to understand customer behavior during different stages of the product lifecycle. All these organizations handle structured data around these interactions extremely well. There are many meaningful reports that are churned out of this data from different systems –Switch, Ticketing System, Surveys, Order Management...
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