Customer Experience

Leading with creativity, not technology

The idea of leading with creativity and not technology coming from a professional who is offering Martech solutions as one of his key services might sound blasphemous. But meeting after meeting (and there are too many of them), I hear senior professionals dive straight into executional and tactical stuff. Almost always when my team presents …

Leading with creativity, not technology Read More »

Inside the Indian Consumer’s Mind – How will purchase behaviour shape-up in a post-COVID world.

These are unprecedented times as billions around the world are staying in, and, as a result, markets and economies are struggling to hold their ground. On one hand, in just a matter of months, consumers around the globe have started to accept the uncertainty of a rapidly changing situation. Companies and marketers in India are …

Inside the Indian Consumer’s Mind – How will purchase behaviour shape-up in a post-COVID world. Read More »

Marketing Experience(MX)- The next competitive battleground for brands

Today, all products are conversations. Be it product-driven brands or service-driven brands, they are more and more differentiated by their experiences. Companies or brands that deliver memorable experiences to customers keep gaining market share and improve stickiness with their customers. When companies want to improve their CX scores, marketing experience scores play a pivotal role …

Marketing Experience(MX)- The next competitive battleground for brands Read More »

Connected devices will drive connected customer experiences

The future of customer experience is staring us in the face. Augmented Reality will bring the store into our homes. Chatbots will become intuitively conversational. 3D Printing will deliver customised and locally made goods. Mobile & wearable devices will become embeddable. Biometric and embedded payment systems will become passé. Blockchain technology will help end fake …

Connected devices will drive connected customer experiences Read More »

The conundrum of creating connected customer strategies for India

The current buzzwords in marketing seem to be connected customer strategies. Many books and articles are being written on the subject. But how true is all of it and how practical is all of it especially in India? Yes, I know it is a rhetorical question. We know the answer. We also know the challenges. …

The conundrum of creating connected customer strategies for India Read More »

In the digital world brands are much more in your face and not so much in your mind

As budget 2020 turns out to be a non-event and a lot of focus still on Kunal Kamra’s encounter with Arnab Goswami on an Indigo flight, I could not help but think about how our biases have taken over professional etiquette, acceptable social behaviour and plain old common sense. I have no intention of wading …

In the digital world brands are much more in your face and not so much in your mind Read More »

10 Customer Experience (CX) Trends in 2020

Digitisation has led to the democratisation of the customer experience like never before. Its impact was already felt in 2019 but going forward it will show a huge delta change. A great experience is not necessarily compared to your category competitors or regular, premium or luxury brands. There is no such categorisation now. Brands and …

10 Customer Experience (CX) Trends in 2020 Read More »

The evolution of Customer Contact Centres into Customer Experience Labs

Customer Contact Centres are undergoing a transformation globally. I wonder why they have taken such a long time to evolve, maybe because it was a process thing. For marketing teams, it is not as fashionable as going on a shoot, meeting Google folks, digital folks, MarTech folks, OTT folks etc. I have always believed that …

The evolution of Customer Contact Centres into Customer Experience Labs Read More »