Customer World Blog

I was reading this very interesting article by Peter Sena on how some of the new age companies like Uber and the like are rewiring customers' brains.

I think the perspective he was bringing-in was that  every company across the world needs to put customer experience at the centre of what they do...

Whenever I talk to companies about customer experience, the discussion always is steered towards technology, process and scalability but sometimes first principles are forgotten.

There is very little discussion around what is stopping them to deliver the customer experience today. Surprisingly, what ...

I was watching this lovely chat with Brian Grazer - celebrated writer, producer of successful movies and TV shows like 24, Empire, Arrested Development etc. on how he develops curiosity! Brilliant and thought provoking. I have observed over time that when you lose touch with curiosity, you lose touc...

I have been reading a lot of recent articles(Consumer Expectations For Customer Service Don't Match What Companies Deliver) on the need for building world-class customer experience and how companies need to become customer-centric. But, when I searched for  professionals who could engage in thi...

I was reading this article by Doc Searls on How do you maximize the help that companies and customers give each other?  It's a lovely commentary of how companies make it difficult & complicated for customers to do business with them but surprisingly companies that use common/similar systems...

I was seeing this interesting video from MITSMR on Building capabilities for Digital Transformation.

What stuck me was to effect a successful digital transformation of business, should they practice digital transmigration - which is taking customers from one stage to another - which is building a pat...

Customer-Intelligence is becoming a competitive advantage in companies. Marketing is increasingly adopting the power of data, analytics & technology as a part of their intelligence-driven customer marketing strategy in addition to traditional marketing investments.

What can we expect as trends in...

Here's a lovely TED talk by Rainer Strack on the Workforce Crisis in 2030.

What's was interesting to me from this talk is that India will be a major labor surplus market in 2020 when compared to other global economies. However, the other fact that was fasinating was that there are going to be new job...

I always hear the following 3 questions from companies & fellow marketing professionals, I regularly speak to:

• How do we innovate around the customer?
• How often can we do it?
• How fast can we do it? 

It is interesting to see how Wells Fargo does it. In a highly regulated industry like Banking, t...

There has been a lot written, tweeted, blogged about the importance of being a customer-centric company. So, what are the habits of a customer centric company?

Here's an interesting infographic that articulates their habits. I loved the digital-physical point here. Most often there is a lot currently...