Map the journey to better CX
On the surface, crafting a good customer experience looks simple. You offer a product or service that the customer needs and the customer buys it. Deal done! Sounds easy, right? Look...
No more cliches and jargon—better CX needs clear conversation
We’ve learned to accept that change is inevitable. But life today is more transformed than changed. The mobile phone may have changed our lives, but digitization and the smart phone...
Viable customer personas can craft better CX stories
Customers today are empowered by the awareness that while change is inevitable, success in business is purely the customers’ choice. If you want your business to succeed,...
The data adds up, business needs to be people-centric.
Business is about people. Be they customers, employees, vendors, stakeholders, or investors. They’re all people, whose lives have become increasingly technology-driven, changing the way...
Acquisition, retention and the virtuous cycle of business.
People rely on rising numbers to reflect the growth of business. So an increase in customers or sales translates into growth. This makes acquisition a significant factor for growth. However, customer...
Managers can make or break employee engagement.
For decades leaders and managers were seen as the biggest assets of their organizations. However they’re only as good as the people they inspire and foster. The real asset of any organization is a...