I’ve been involved in Customer Experience (Management) since the beginning of my career. And for as long as I can remember we (me included) have been measuring success of our […]

It’s not that long ago. An ordinary evening on my couch at home surfing my streams as they flow through Twitter, LinkedIn, Gmail, Feedly etcetera. I was reading a post […]

Big Data holds a big promise. For companies and for Customers. Only If we choose so though. If not, Customers will refuse to be the product and the return of trust will too remain a promise.

in this post I will elaborate on what I believe are the five key design principles to deliver on the key-capability to design & provide company (branded) touch-points. Touch-points that enable Customers to perform their jobs-to-be-done and achieve key-outcomes in each phase of their path towards them.

I visited a relationship event the other day. An evening event themed: “The Power Of Simplicity”.  The evening turned out be surprisingly good, not in the least because of the […]

Content is definitely the new hype on the marketing block. What are the driving forces behind it, what are its limitations and will it drive engagement? Is it robust enough to live up to its promise? I doubt it will. What do you think all the Content Marketing fuss is about?