Brand loyalty is dead. Long live brand loyalty! Over the last couple of decades many pundits have forecast the death of brand loyalty. Numerous reasons were given, there are too…
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Posts published in “Customer Experience”
I have been reading with great interest about how the role of the CMO is changing and evolving. The base data used in all the headlines is alarmist. Sample some…
The idea of leading with creativity and not technology coming from a professional who is offering Martech solutions as one of his key services might sound blasphemous. But meeting after…
These are unprecedented times as billions around the world are staying in, and as a result, markets and economies are struggling to hold their ground. On one hand, in just…
I am sure the lock-down has given us enough time to catch-up or binge watch on Netflix (well, at least for many of us). I am no exception – From…
Today, all products are conversations. Be it product-driven brands or service-driven brands, they are more and more differentiated by their experiences. Companies or brands that deliver memorable experiences to customers…
The future of customer experience is staring us in the face. Augmented Reality will bring the store into our homes. Chatbots will become intuitively conversational. 3D Printing will deliver customised…
The current buzzwords in marketing seem to be connected customer strategies. Many books and articles are being written on the subject. But how true is all of it and how…
As budget 2020 turns out to be a non-event and a lot of focus is still on Kunal Kamra’s encounter with Arnab Goswami on an Indigo flight, I could not…
It’s been a few years that Customer Experience has taken centre-stage. But beyond lip service what is the real action on the ground? In my mind CX is hijacked by…