Never confuse movement with action. – Ernest Hemingway Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them? Are you listening to customers? Are you mapping …

Delivering exceptional customer experiences is a narrative that has prevailed over the last few years. Adherence to this standard is mostly driven by two fears, losing your list of existing customers, particularly when switching costs are low, and lastly the comparably higher cost of recruiting new customers. As a business, you obviously want to avoid …

“Why don’t employees do what we tell them to do?” is a question you hear a lot in business. It implies that employees are intentionally misbehaving, frustrating company leaders, and ignoring instructions. It also implies that they think they have a better idea of what they should be doing than company leaders do. But here’s …

The practice of customer experience is all about customers – the people who purchase your products and services. In the past several years, customer experience (CX) professionals have created a rigor and framework around how we understand customer’s needs, how we design better experiences, how we measure the impact of their engagement on the organization …

A quick scan of popular titles in the change management space will give you a range of articles, many aligned around the common theme of managing through change or preparing for change. Periodically, you will find a title or theme focused more on leading through change, but more often than not, these articles and thought …

The day marketers start to understand people’s relationships with rituals is the day they apprehend the notion and impact of meaningful customer journeys with impactful touch-points. Or in other words, what a holistic brand experience really means. One thing is clear: experimentalism is already the new existentialism. Experimentalist philosophy of life answers the fundamental existentialist …

Before the dot-com boom, most business executives associated the word “creativity” with high-gloss ad campaigns and nothing more. The world’s most creative companies were the ones that paid agencies to make consumers laugh, cry, and buy. Today, with technology on the rise and TV commercials on the decline, the word “creativity” has evolved into a completely …

In many ways, it is no surprise that situations that reflect abuse of power have come to light in various industry sectors. The pervasiveness of questionable behaviour by those in positions of power is also not shocking. Courageous women who have publically shared their stories are our role models. Their boldness has allowed so many …

Whenever we kickstart, articulate, and deliver on digital globalization, we tend to talk much about its major powerhouses such as granular data, compelling content, and immersive experiences all around the world. And it is right to do so. Processes and technology are flagships that make these assets tangible, actionable, and ultimately successful. However, we may …

Just as the internet ruthlessly sorted winners (Google, Amazon, etc.) and losers (Kodak, Blockbuster, etc.) in the 1990s and 2000s so too will the wave of change and innovation that is enveloping markets across the globe. Ad blocking, AI and personal agents, voice and visual UI, social influencers, and generational waves of anti-greed sentiment are …