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”