Engaging Smarter with AI

Last month, in suburban London, a delivery of a parcel was attempted by Amazon Prime. The homeowner was out on a school run, but had a video doorbell from Nest Hello (Google) installed in the home. An Apple iPhone X received a live feed from the doorbell, and a 2–way chat soon transpired. It turned …

How To Demotivate Employees

I have had the pleasure of working for organizations of nearly all size and shape, ranging from solo ventures to 3-member teams to a few hundred employees, and all the way up to 30,000+ soldiers marching to a common tune. Since my work has revolved around Services, the one thing that has been common to …

Building Organizations That Scale

Have you heard of the 'King of Murud Janjira'? Nope? According to a Wikipedia entry: Janjira State was a princely state in India during the British Raj, located on the Konkan coast in the present-day Raigad district of Maharashtra. Its rulers were a Sidi dynasty of Arab Abyssinian (Habesha) descent. The state included the towns of Murud …

Service Standards in Public Service

I recently posted a tweet after a visit to the local post office: A visit to the local #postoffice (to pick up a missed courier delivery) will put to rest any doubts you may have on how the #public #service machinery operates in #India in the year 2018! I had purposely worded it in a …

CX vs Hyper Customization

Intuitively, we believe that all customers expect personalization and customization in the products or services they buy. Marketers are told they need to be more 'relevant' to the target consumer. Product Managers are taught to map out customer needs, and then address those needs through the products they design. Business folks understand that the revenue …