Having been in the ‘ring’ and thick of action with several large consumer-facing organizations and then consulting with clients over...
Read MoreBLOG
He is an experienced design consultant & advisor
Expenses on Customer Experience enhancement – Is it a cost or an Investment?
When a manufacturing organization looks at developing a product and further for enhancements of its features and functionalities – all...
Read More
Why an average / poor services to customers/citizens is more the norm than it should be?
Having spent over 34 years as a Service Head in leading organizations and watching the challenges that are faced by...
Read More
International Standards & Certification bodies – Are they falling short in guidance and frameworks to support the Service Economy?
International Standard & Certification bodies have done well for the ‘industrial phase’ of the economy. They have laid down specifications...
Read More
Why Despite Technological Advancements, Gaps in Customer Support Experience Persist
In the ever-evolving landscape of customer support, advancements in technology have proliferated. From Robotic Process Automation (RPA) to AI-driven ChatBots,...
Read More
If CX is so important for a ‘brand’ …. Why has ‘Experience Management’ lagged in management teaching and practices?
I have often wondered why there are no specialized subjects or courses in management schools around Customer Experience Management –...
Read More
How a few Indian organizations and public sector/government departments set examples of good experience delivery and how a few others can leave you fuming…
As a CX professional and a consumer oneself for various services from private or government/public sector undertakings, you tend to...
Read More
India’s Ascent to ‘Best-in-Class Public Services’ – Roadmap for Achieving Excellences
India is ambitiously racing toward superpower status, aspiring to be recognized as a ‘Vishwaguru’ or a global leader. It is...
Read More
Is lack of an universal ‘ Services ’ standards framework stifling the Services Economy ?
The history of development of ‘Industrial age’ offers interesting insights on how the growth of standards and specification helped expand...
Read More
Customer Experience – Why customers of even large organisations get a poor experience!
Practising as a CX professional for over 45 years, I have been often left scratching my head why delivering a...
Read More