Customer Experience

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 always be in an evaluation mode. Analyzing mentally to understand what may have gone wrong when encountering a memorable experience or what may be the reasons for shortcomings when receiving below-par or downright abysmal service. […]

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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 imperative that the quality of its ‘government-to-public’ services not only sets a benchmark for its citizens but also leaves an indelible mark on tourists, international visitors, and consular offices. In recent years, the government has

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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 the markets/development of ecosystems and competitiveness for manufactured products. While competing for markets through innovation in products – the need for standards in manufacturing came from imperatives of development of an ecosystem for ancillary providers

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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 good experience to a customer/citizens has been so challenging for even large organisations/government departments (who are meant to deliver citizen welfare.). Pondering over this question and looking closely on the mechanics of where it fails

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