Volkswagen’s Integration of ChatGPT: Revolutionizing the In-Car Experience

Volkswagen’s recent announcement of integrating ChatGPT into its vehicles marks a significant milestone in automotive technology, promising to transform the driving experience for millions of customers worldwide. This innovative move positions Volkswagen at the forefront of AI integration in the automotive industry, potentially reshaping how drivers interact with their vehicles and enhancing overall customer satisfaction. […]

How AI Can Be Designed to Mimic Human Empathy in Customer Interactions

In today’s digital age, artificial intelligence (AI) has become a cornerstone of customer service and marketing strategies. However, one of the most challenging aspects of AI development is designing systems that can mimic human empathy. Empathy is crucial for creating meaningful and emotionally resonant customer interactions. Here’s how AI can be designed to achieve this: […]

A great CX is the only way to build brand loyalty in the future.

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 many brand choices, the difference between brands is notional or non-existent, discounts kill loyalty, etc. But then, despite all these reasons some brands continue to […]

The Next Act for CMOs

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 of the headlines I came across – ‘CMOs, You Have 23 Months to Live” (Ad Age), ‘The Most Dangerous Job in Business: The Chief Marketing […]

Leading with creativity, not technology

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 meeting (and there are too many of them), I hear senior professionals dive straight into executional and tactical stuff. Almost always when my team presents […]

Connected devices will drive connected customer experiences

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 and locally made goods. Mobile & wearable devices will become embeddable. Biometric and embedded payment systems will become passé. Blockchain technology will help end fake […]

The conundrum of creating connected customer strategies for India

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 practical is all of it especially in India? Yes, I know it is a rhetorical question. We know the answer. We also know the challenges. […]

10 Marketing trends for 2020

The pace of change in customer behaviour is huge. A lot of this is enabled by technology and customer bench marking of experiences now cuts across categories. Competition can be anyone and can be anywhere. Crafting marketing strategies is no longer just an annual ritual. Sure, one needs annual benchmarks and guidance, but things are […]