The ongoing pandemic has made inevitable, the need for organizations to reimagine customer experience journeys. Now, more than ever, organizations must spotlight the changing customer needs and have predictive processes for how the needs will evolve. The...
“The purpose of all business is to create and keep a customer.” Is one of the most recognizable quotes from Peter Drucker. He said this a few decades back, but the message endures today and will continue until there are businesses, or should we say,...
It is time for organizations to lift digital transformation from platitudes and embed it in the product/service they provide and the way they provide it. It is no longer an option. Some organizations and leaders who had the vision are ahead in the learning and value...
I was talking to a senior director of a large multinational. He told me that his company wanted to differentiate from its competitors through customer service. He rightly pointed out that it’s easy to copy products. The company, therefore, wanted to shift the...
A young girl in a cheerful mood, taking a break, working, studying, relaxing to build hope Build Hope, Energy, Resilience and Optimism – The World Health Organization estimates that depression and anxiety cost the global economy $1 trillion each year in lost...
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