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Vivek Jaiswal
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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, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is
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 experience.Hence, for any organisation, its business strategy must go hand in hand with its CX strateg
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 this is an obvious idea.However, surprisingly, many organisation tend to lose sight of this
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 this happen? Why is the customer's perception of a brand significantly different from the com
Today's customers are demanding.The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped their game considerably to provide the best possible experience to their customers. Naturally, c
People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication."When it comes to organisations, complexities ar
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 experience that government offices are infamous for.CX improvement in government is often sty
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 effective?It might come as a surprise to you, right?Well as a business it might not make as
Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup.Often, sorting through the array of goals in each of these areas will cause a certain
A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value.
What's common between iPhone and Slack?Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way!It's not like smart phones didn't exist before the iPhone - remember
eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers.When you compare the traditional customer journey of a retail shopper with that of someone shopp
As much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it.Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX
Customer service is a critical part of the overall customer experience.Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar cus
Digital transformation is no longer a choice for organisations.With almost 1/3rd of the world population now connected to the internet, companies need to look at digital technologies in a new way: not just as technology for operational optimis
With almost everything being automated in SaaS, bringing the human touch to the experience is challenging.In this episode I am in conversation with my dear friend and partner in most of the ups and downs of a startup journey - Vikas Jha, Found
As a founder I've learnt the importance of culture the hard way. Through painful mistakes and less than happy outcomes, I realised the importance of paying attention to cultivating the right company culture to build a thriving business.However
In this conversation with Rajan Bajaj, Founder and CEO at Slicepay - one of India's leading credit solution for young consumers - we explore what it takes to meet and exceed the millennials' expectations.Millennials are an important bunch – an
Delighted to be talking with Sachin Rao, Head Digital Transformations, KIMS Healthcare Group - a leading chain of hospitals and medical centres across India and GCC region.In this conversation, Sachin and I unfold the various aspects of digita
Net Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience.Although it has been around for over a decade now, many brands are just getting started with NPS.In this conversation with Heman
"Managing customer experience in the dynamic cryptocurrency world." with Ajeet Khurana, CEO, Zebpay.
From uncovering the key aspects of a Bitcoin business to the nuances of cryptocurrency as a product, this discussion with Ajeet Khurana has it all.In this conversation, we discuss:The core facets of a Cryptocurrency / Bitcoin business.How
Building a FinTech product is challenging. Getting your customers to love that product is a completely different game!In this episode of CX Conversations, I talk with Kailash Nadh, CTO @Zerodha, about the art of making things simple in FinTech
Getting customer experience right at the customer service touchpoint is as important as it is difficult. Think about it, customer who reach out to customer service are already in distress.I am talking with Deepak Kashyap, Co-founder of Dialdes
Harish, SVP, Head of Customer Experience and Segments at Prudential Assurance Company, Singapore, joins me to talk about the state of customer experience in life insurance.Harish shares how he found his way from marketing to customer experienc
In this episode, I talk to world's only Rockstar Customer Experience Coach - James Dodkins. Along with great humour and storytelling, James shares his six step framework for delivering a rockstar CX.This is probably the most fun episode on CX
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