articles by Nupur Singh Andley

Biztech

The new CXO in town: Chief Customer Officer

While most Indian organisations focus on driving customer experience (CX) excellence, the chief customer officer (CCO) role is still nascent.

Biztech

Indian firms have the wrong customer experience reporting structure

Ideally, CX teams should report into and have the support of the most senior business leader, such as the CEO, to get the resources and investments they need to deliver on their goals...

Biztech

Customer experience spending surges in India but lacks business alignment

Despite their potential, many CX practices are currently set up for failure, says Forrester Research analyst Nupur Singh Andley.

Biztech

Three business scenarios that justify cloud collaboration deployment in APAC

Infrastructure and operations (I&O) professionals need to assess the business drivers for cloud transition and compare the long-term financial feasibility of cloud versus on-premises solutions.