I have encountered numerous instances where people face an identity crisis, but in the last few months the ‘digital identity’ crisis has been the most talked about. I typically relate…
Posts tagged as “customer journey”
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…
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…
I have been a Behavioural Economics enthusiast for a few years now. I have watched with great curiosity and anticipation the growing interest in Behavioural Economics both at the policy…
The job in marketing today is all about culling out insights from vast amounts of customer data, creating content-based engagement strategies, executing through the customers preferred channels, and ensuring a…
There is a huge amount of organised government data available for organisations to leverage but how many are doing it? Countries around the world are embarking on significant modernisation of…
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…
Digitisation has led to the democratisation of the customer experience like never before. Its impact was already felt in 2019 but going forward it will show a huge delta change.…
Customer Contact Centres are undergoing a transformation globally. I wonder why they have taken such a long time to evolve, maybe because it was a process thing. For marketing teams,…