The 5 Ps of CX

"Customer Experience" (CX) is quite the buzzword, these days. In corporate meeting rooms, and on industry panels - every one seems to be talking about it. However, many of the folks I meet grapple with how to prioritize their efforts around improving customer engagement. Over decades of helping clients and employers bridge the gap between …

What Really Matters

Every business acknowledges that the reason for their existence is the Customer. Every business wants to design products and services that are meant to address their customers' needs. Yet, almost every business struggles to understand what their customers really want from them. Is it any wonder that billions are spent worldwide in trying to gauge the …

Survival of the Fittest

This post was also featured on the CRMAsia blog. The headlines keep spewing out paranoia: AI is taking over hundreds of jobs! Uber and Ola have all but replaced traditional cabs!! The hospitality industry objects to predatory pricing by Oyo!!! So, what does all this mean for corporates, marketers and industry professionals like you and …

Beginner’s Guide to Smart Devices

Everyone and their cousin seems to be talking about Smart Homes, lately. TV ads are filled with mentions of "OK Google" and "Alexa...", banner ads want to make us buy Smart Wearable devices & Smart Lights, while contests like #GetFitWithFlipkart are trying to make us go outdoors and get more active. But, is it all hype? Is India ready …