App and Digital Stores – Much More to be Done

This note focuses on the current rumble about the App Store on Apple devices. It is like a fight between a trillion-dollar company and a billion-dollar company. Then others have joined the fray as well. Some are quoting indie or artisanal developers others invoking small-medium businesses and so on. It remains a fight between massiveContinue reading “App and Digital Stores – Much More to be Done”

Customer Experience from an ESG perspective

This moment in time is an opportunity to reiterate the drive towards sustainable brand experiences. ESG, global commitments and most of all, new safety expectations and digital transformation have created a broad canvas for customer experience. Mark Hillary and I discussed this for his CX Files podcast. You can choose either of the the formatsContinue reading “Customer Experience from an ESG perspective”

Multilingual Digital Experiences

The stay home at home era has necessitated the need for companies to offer services via digital channels. So websites, voice assistant, chatbots and apps have been put to use. The question we need to ask is whether these tools are enabled for multilingual experiences? A cursory scan of multiple company sites reveals that thereContinue reading “Multilingual Digital Experiences”

Move Fast. Fix Things

This post is about two lessons that I learnt fairly early in my career. They are part of the title. Two decades ago, a prospective client spoke rather condescendingly at my suggestion to evaluate digital tools in some processes that we were discussing at the time. The research, he said, hadn’t identified the areas weContinue reading “Move Fast. Fix Things”

Retail is here to stay. Experience Needs Imagination

A social media update announcing the coming retail apocalypse is now a routine occurrence. News articles about this issue are relatively common as well. The impression created is that new players hungrier for success are stomping all over brick and mortar. At the same, these new companies are not just online but are also openingContinue reading “Retail is here to stay. Experience Needs Imagination”

Thinking about the Unpolished Dal and FMCG Brand Experience

Many years ago, an engine oil major, a much-loved brand in India worked with us to answer an important question, ”What next?“ Why? Because each new car brand was endorsing their own or partner engine oil brands. Also, the experience had changed from one where a customer went explicitly to get the oil they wantedContinue reading “Thinking about the Unpolished Dal and FMCG Brand Experience”

Thinking about the Electric Vehicle Customer Journey

The electricity business worldwide is at the centre of changes brought about by new technologies and rapid merging of multiple business verticals. These changes are increasingly apparent in India as well. This transformation which involves substantial enhancements in renewable capacity, the push towards electric vehicles (EV), electrical charging stations, storage, new software-driven experiences and above allContinue reading “Thinking about the Electric Vehicle Customer Journey”