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”
Category Archives: Experiences
Customer Experience : Strengthening the Core
The One Hour Mentor, is an innovative programme for entrepreneurs. In this conversation with Anaggh Desai, we discussed the need for sustainable experiences and customer journeys that matter. Photo by Hybrid on Unsplash
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”
ESG and Apple Design
I’ve never bought an Apple device for their design. Over the years, the reason to buy were many, but more often than not, a functional need was addressed. It could have been the stability of the operating system, longer lasting devices or excellent service, devices that allowed for backup and more. In those decisions, IContinue reading “ESG and Apple Design”
The Hotel Industry Needs to Change. Fast!
So what is a modern day hotel then? A place with unique characteristics of the city that only the ultra-rich can afford or a place that reflects the rich culture of the city and connects to the more modern ethos?
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”