Steve Jobs once said, "Design is not just what it looks and feels like. Design is how it works." While organizations do focus on the look and feel, un...

There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experienc...

Very often, we hear that the one mantra organisations must follow for success is to ensure that customer centricity is the DNA of an organisation. And...

While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does...

Today's customers are demanding. The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped th...

People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us...

The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor ...

At a time when the world is going bonkers over chatbots, what would you think if I said that live chat with an actual person at the other end is more ...

Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their s...

A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience...