Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Terms Every Digital CX Professional Must Know in 2016: Part 2 – Digital Disruption - Hinduja Global Solutions Ltd. - Blog

Terms Every Digital CX Professional Must Know in 2016: Part 2 – Digital Disruption

Posted by Lauren Kindzierski

Unified Engagement, Digital Transformation, Click to Text, Channel Pivoting, and First Touch Resolution, In our March 31 blog, we shared all of these terms and why they are essential components of today’s optimized digital CX. With our Part Two of our Terms Every Digital CX Professional Must Know series, we share the Digital Disruption-related terminology that will guide optimized experience.

  1. Internet of Things—Digital Disruption and emerging innovative technologies are forcing businesses to rethink their business models and go to market strategies. The Internet of Things is one such form of digital disruption that is game changing to businesses across the globe. The Internet of Things is where physical objects or “things” are becoming wirelessly connected and embedded with electronics, software, and sensors that allow these objects to collect and exchange data. The connectivity then allows these physical objects to be controlled remotely via smartphone apps. For example, think about your household, pretty soon all of your appliances will have LCD panels embedded in them. This will allow customer service to tap into the physical object to diagnose problems, assist consumers via video, and provide a better personalized experience.
  2. Augmented Reality—Augmented Reality is another form of digital disruption that can be a game changer for customer service. Augmented Reality is a live direct or indirect view of a physical, real-world environment whose elements are augmented (or supplemented) by computer-generated sensory input such as sound, video, graphics or GPS data. This technology can be a strategic differentiator for companies needing help evolving its tech-support. With the help of augmented reality, you can aim your smartphone at the product, and then it will show a 3D version of the product, along with interactive guides, how-to videos, helpful tips or even an ability to connect with customer service via video. The best way to describe AR is a blur between virtual reality and gamification.
  3. Social Profiling—Think about all of the type of information you can get from looking at a person’s public social network profiles. One could find out everything from the individual’s age, gender, marital status, employer and role, skills, life events, vacations, favorite movies, books, places traveled and so much more. All of this data can be extremely valuable to personalizing the customer experience. Within the last year, companies have figured out how to tap into that goldmine of data (as long as the customer’s profiles are public). All it takes to implement is the customer’s first name, last name, and email address. It is called Social Profiling, and it’s being used for personalization, customer segmentation and persona strategies.
  4. iBeacons—iBeacon is a protocol standardized by Apple and introduced at the Apple Worldwide Developers Conference in 2013. You can think of iBeacon as like GPS for indoor locations. The technology enables smartphones, tablets and other devices to perform actions when in close proximity to an iBeacon. Your smartphone will pick up the iBeacon transmissions and pretty much deliver anything at all to the device from offers, coupons, ‘you are here signals’, info, etc. You could, for example, walk into an iBeacon-equipped store, and then have the store’s iPhone app recognize who you are, greet you with a personalized message that says “welcome back”. iBeacons are critical for personalizing brick and mortar customer experiences. It’s important to note that various vendors have since made iBeacon-compatible hardware transmitters – typically called beacons that broadcast their identifier to nearby portable electronic devices outside of Apple devices.
  5. Content Curation—For years businesses have used stock photos when marketing the brand. Usually these photos contained model-like, beautiful people using or eating the product or service. The product itself was always in 100% top notch condition. These advertisements where setting consumer expectations high, and only to be later let down by the non-perfection. Today, the voice of the customer has never been louder. Customers would rather see advertisements with real customers using the product or service, or read reviews from real customers to get their non-biased opinion. Content Curation is the answer. Content curation is the process of sorting through the vast amounts of user generated content on the web and presenting it in a meaningful and organized way around a specific product, service or theme. With the help of content curation, you can present photos of real customers using your products collected via social media. You can post these photos to a website, and present an “option to buy” when the photo is clicked on, which will help increase conversions.
  6. Social Conquesting—Within the past 5 to 7 years, brands have been dedicating time and resources into figuring out their social media strategies. There is one new strategy that has recently surfaced called Social Conquesting. Social Conquesting can be described as leveraging a competitor’s social audience to acquire customers. For example, customers are turning to social media to air their grievances when upset with a particular brand. When this happens, if the brand doesn’t respond to their upset customer, the competitor will. This is a strategy that is happening in all industries, and has been pretty successful. At the end of the day, customers just want the brands they do business with to listen to them when they are talking in social. The bottom line, if your brand fails to respond, then the competition will. Start monitoring 24/7 and respond!

So that’s the close of our 11 digital terms customer service professionals must know this year. Stay tuned as we continue to stay on the pulse of the terms—and tools, solutions, innovation—you need to keep ahead of the pack.


Publish Date: April 11, 2016 5:00 AM

2021 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018 5:00 AM
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018 5:00 AM
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018 5:00 AM
3 Ways the Cloud Opens Horizons for CXAugust 3, 2016 5:00 AM
Turn to BPO Experts for Better Workers’ Comp OutcomesJuly 27, 2016 5:00 AM
5 Traits of Customer-Obsessed CompaniesJuly 13, 2016 5:00 AM
Combine AI and the Human Touch for Exceptional Customer ServiceJune 29, 2016 5:00 AM
CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce EffortJune 15, 2016 5:00 AM
Payers Seek Cost, Integration Efficiencies in a Value-Based WorldMay 18, 2016 5:00 AM
Your Customers Are Chatting: Insights from the Front LinesMay 11, 2016 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =