Steve Jobs once said, "Design is not just what it looks and feels like. Design is how it works." While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is a pain point that needs to be worked upon. The concept of customer shadowing can help overcome these pain …

There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience. Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy. However, many times, this does not happen and the…

Very often, we hear that the one mantra organisations must follow for success is to ensure that customer centricity is the DNA of an organisation. And this is an obvious idea. However, surprisingly, many organisation tend to lose sight of this idea as they grow. And that is when the downfall starts. The silver lining, though, is that organisations …

While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of a brand significantly different from the company's? Why do these conundrums occur? And how can brands avoid such pitfalls? I am delighted to be speaki…

Today's customers are demanding. The retail, banking, and hospitality sectors have realized that CX is the only differentiator today and have upped their game considerably to provide the best possible experience to their customers. Naturally, customers expect the same from all brands across all sectors, including healthcare. And why shouldn't they!…

People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication." When it comes to organisations, complexities are discouraged and simplicity is favoured and the reason for that is: simplicity is hospitable to adaptabil…

The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous for. CX improvement in government is often stymied due to its agencies' culture, shortage of staff, and / or dearth of technological implementation and …

At a time when the world is going bonkers over chatbots, what would you think if I said that live chat with an actual person at the other end is more effective? It might come as a surprise to you, right? Well as a business it might not make as much sense as it would from the customer's perspective. People like to talk to people, not with bots. Inte…

Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup. Often, sorting through the array of goals in each of these areas will cause a certain degree of palpitation. Sometimes, as Rohit puts it, even existential crisis. The art of successful busines…

A nod from leadership on CX strategy might not translate into an allocation of resources for executing that strategy. Setting up a Customer Experience team is a challenging and arduous process. A process, if done right, yields tremendous value. A CX Management Team, just like other functional teams in an organisation, bring focus and accountability…

What's common between iPhone and Slack? Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way! It's not like smart phones didn't exist before the iPhone - remember Blackberry? Surely there were several other office communicators before Slack was launched. Both these pro…

eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers. When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to alm…

As much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it. Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX goals. It is surprising that many organisations still struggle to get senior management buy-in for CX impr…

Customer service is a critical part of the overall customer experience. Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience. In this episode I am in co…

Digital transformation is no longer a choice for organisations. With almost 1/3rd of the world population now connected to the internet, companies need to look at digital technologies in a new way: not just as technology for operational optimisation and excellence but also as a differentiated product offering and customer experience. In this amazin…

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With almost everything being automated in SaaS, bringing the human touch to the experience is challenging. In this episode I am in conversation with my dear friend and partner in most of the ups and downs of a startup journey - Vikas Jha, Founder & CEO at Alore. We lay out the different aspects of managing CX in SaaS and ways to deliver the best cu…

As a founder I've learnt the importance of culture the hard way. Through painful mistakes and less than happy outcomes, I realised the importance of paying attention to cultivating the right company culture to build a thriving business. However, there is no playbook on how to build the right culture. You are essentially learning from experiences an…

In this conversation with Rajan Bajaj, Founder and CEO at Slicepay - one of India's leading credit solution for young consumers - we explore what it takes to meet and exceed the millennials' expectations. Millennials are an important bunch – and for good reasons: they’re an exclusive club of 1.8 billion people, a quarter of the world’s population! …

Delighted to be talking with Sachin Rao, Head Digital Transformations, KIMS Healthcare Group - a leading chain of hospitals and medical centres across India and GCC region. In this conversation, Sachin and I unfold the various aspects of digital transformation initiatives in healthcare. Sachin lays out the requirements from both ends of the spectru…

Net Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience. Although it has been around for over a decade now, many brands are just getting started with NPS. In this conversation with Hemant, I dive deep into how NPS is being used at NiYO Solutions, a venture backed FinTech startup in India. Al…

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From uncovering the key aspects of a Bitcoin business to the nuances of cryptocurrency as a product, this discussion with Ajeet Khurana has it all. In this conversation, we discuss: The core facets of a Cryptocurrency / Bitcoin business. How to manage customer experience for a Cryptocurrency / Bitcoin business? What is the expected level of CX from…

Building a FinTech product is challenging. Getting your customers to love that product is a completely different game! In this episode of CX Conversations, I talk with Kailash Nadh, CTO @Zerodha, about the art of making things simple in FinTech and how that affects customer experience. We dive into: - how to approach product development from the us…

Getting customer experience right at the customer service touchpoint is as important as it is difficult. Think about it, customer who reach out to customer service are already in distress. I am talking with Deepak Kashyap, Co-founder of Dialdesk, a company dedicated to helping companies improve their customer service experience. Deepak believes tha…

Harish, SVP, Head of Customer Experience and Segments at Prudential Assurance Company, Singapore, joins me to talk about the state of customer experience in life insurance. Harish shares how he found his way from marketing to customer experience management and also shares some great insights on the similarities and differences between life insuranc…

In this episode, I talk to world's only Rockstar Customer Experience Coach - James Dodkins. Along with great humour and storytelling, James shares his six step framework for delivering a rockstar CX. This is probably the most fun episode on CX Conversations! Thanks to James for a rockstar episode. Visit www.customerguru.com Looking for NPS automati…

In this episode I am talking to Abhinav Sinha, Co-founder of Eko India Financial Services. We talk about how to use tech to improve CX in FinTech! My personal favourite is the part where Abhinav breaks down what exactly FinTech businesses are doing - they are taking a slice of the bigger financial services pie and making it easier for consumers to …

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In this episode of CX Conversations, I talk about the customer experience challenges and opportunities for FinTech in India. In conversation with me is the CEO and Co-founder of ZestMoney, Lizzie Chapman. Coming from a successful career in financial services, Lizzie has had a ringside view of the impact of technology on financial services. With Zes…

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Listen to this exciting episode of CX Conversations with Toni Newman. Toni is an award winning business leader and founder of The Innovation Advantage, working with clients around the world to develop innovation as a competitive advantage. She is the most sought after innovation catalyst and speaker and we are super excited to have her as a guest o…

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This episode of CX Conversations features the most energetic customer experience speaker and consultant - Nienke Bloem! Nienke believes that great customer experiences must be designed in a predictable and consistent manner. Learn how to design great customer experience in this conversation with Nienke Bloem, Founder of CX By Nienke Bloem! Look out…

Are you thinking of taking the CCXP exam? This episode of CX Conversations might just save you a ton of research time! Learn about “How to prepare for CCXP exam and what to expect once you are certified?” from Michael Bartlett, the author of CCXP Exam Preparation - one of the best CCXP preparation material out there. Michael is a CCXP himself and i…

Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz! She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experie…

Today digital experience is an integral part of the overall customer experience. In this episode of the CX Conversations, I am discussing how businesses can deliver great digital customer experience with one of the leading CX and Digital Marketing voices - Sue Duris. We talk about a simple framework that can be used to design your digital customer …

This is a unique episode at CX Conversations because we are talking about a specific segment of customer experience this time. The topic of this episode revolves around balancing healthcare and patient experience - how to deliver good medical care with great patient experience? In conversation is Nicole Cable, Chief Experience Officer at InnovaCare…

AI is changing everything. We most often aren't even aware of how AI is making our lives easier and our experiences more seamless. It is perhaps the biggest breakthrough in the CX world that we are witnessing today. This is one of the most interesting episodes of CX Conversations. We are in conversation with Himanshu Nautiyal, CEO & Co-founder at E…

In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations! I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around …

Technological advancements like AR, VR, and AI are changing the way customers interact with brands. In this episode of CX Conversations I am talking about "How future tech is shaping customer experience today?" In conversation is Vijetha Shastry, Lead at the Open Innovation and IoT Centre of Excellence at NASSCOM - India's biggest software and soft…

Most people think that customer service and customer experience are one and the same thing. Do you think that's right? In this episode of CX Conversations, we will be uncovering the relationship and differences between customer service and customer experience. Our guest - Gavin Scott - is among the leading customer service coaches around the world.…

This episode of CX Conversations revolves around managing customer experience in the B2B enterprise world. We are in conversation with Maurice FitzGerald, erstwhile VP of Customer Exprerience at HP and HP Enterprise Software and author of four amazing books on customer experience. We talk about the differences between managing CX in B2B and B2C org…

In this episode of CX Conversations, we have my friend and an accomplished CX strategist - William David McCann. He is founder of Bespoke Customer Experiences and also Principal Consultant at Katalytics Growth Consultants – both companies help businesses design better customer and employee experiences. In this podcast, we talk about the relationshi…

For the first time we have a Chief Customer Office as our guest! Hubert Joseph-Antoine, Group CCO at Transdev - largest private public-transport company in the world - joins Vivek in this CX Conversation to talk about CX management in a large enterprise. Listen in for simple tips that are not so easy to implement, yet have a massive impact on custo…

In this episode of CX Conversations, our guest - Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals - joins our host - Vivek Jaiswal - to discuss about the state of customer experience in Healthcare. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare …