Reflecting on 3.5 decades of working as a CX professional, it is important to share the lessons learned to help...
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He is an experienced design consultant & advisor
Cross-Pollination of CX Expertise: Elevating Consumer Satisfaction Across Industries
In the manufacturing age, creating a great customer experience involved focusing on product features (including aesthetics), reliable performance, easy availability,...
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Driving Effectiveness in New Age CX Leadership: Key Roles and Skills
Experience shows that CX leadership roles often lack clarity, hindering their impact. Traditionally focused on post-sales support, CS leaders must...
Read MoreExpenses 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 MoreWhy 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 MoreIs 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...
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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...
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