Perspectives: Customer Experience

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?
Published on  •  Posted in Customer Experience

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 …
Published on  •  Posted in Customer Experience

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. …
Published on  •  Posted in Customer Experience

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 …
Published on  •  Posted in Customer 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 …
Published on  •  Posted in Customer Experience

Observations on Healthcare Marketing in India

Trust, Transparency and Belief in Brand are priceless. That’s really the challenge for hospital branding! The patient needs to be at the centre of decision making.
Published on  •  Posted in Customer Experience

The Essence of Your Brand’s Digital Ambition

What value can a brand add to a consumer’s life. It seems like a simple thing. Of getting the basics right. Even if the ‘ basics ‘ keep changing with time and technology.
Published on  •  Posted in Customer Experience

Cities, Sports Leagues and their Brand Experiences

It was match day and not an ordinary one at that. Bayern Munich was scheduled to play in the final of the 2012/13 UEFA …
Published on  •  Posted in Customer Experience

Lighting Up My Life

Concepts like Hue, Nest, Homekit are in the minds of the customers. There is a lot more to do when lighting up someone’s place. The opportunity to make a difference starts now.
Published on  •  Posted in Customer Experience

Brand Interfaces of the Future

The idea of a front-end design of the future is a very compelling. Currently, most would focus on responsive websites but if you look at the idea of front-end of the future, it is not quite a website but much more. There are 5 points to consider.
Published on  •  Posted in Customer Experience