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Believes the future of enterprises and brands is all about customer management. Thinker, change agent, writer and customer management architect
Interests: Loves Indian Classical Music, trained percussionist, avid reader and a cricket fan.
Recent Activity
Recently, I got a news alert on a topic that I was interested. When I clicked on it, I got this message below: I was extremely perturbed as I was not expecting a pop-up message like this, as I really... Continue reading
Posted Jul 31, 2016 at Customer World
Last week, Unilever announced it had acquired Dollar Shave Club. Tech Crunch carried an interesting article on the $1 billion acquisition and the challenges reputed & established FMCG brands face with the onslaught of innovative and emerging brands. FMCG companies... Continue reading
Posted Jul 24, 2016 at Customer World
These three - Deep Learning, Personalization and Privacy are indeed oxymorons. The fact that when they come together for contextualization, relevance and differentiated customer experience - privacy takes a back seat! When Privacy takes centre stage, then Deep Learning &... Continue reading
Posted Jul 16, 2016 at Customer World
Last week Facebook's Chief Privacy Officer - Stephen Deadman, wrote about the need to refocus the debate around personal data. It was a thought provoking article where Stephen talks about the need for a kind of a new coalition between... Continue reading
Posted Jun 26, 2016 at Customer World
Last week, we saw Microsoft announcing the acquisition of Linked-In for US $ 26.2 billion. With the acquisition of Linked-In, Microsoft now has access to over 400 million accurate profiles of professionals from Linked-In across the world. Over the last... Continue reading
Posted Jun 19, 2016 at Customer World
I was reading an interesting update on Forrester Marketing 2016, where companies & marketers were asked to take cognizance of micromoments. I don't disagree fundamentally with this theory but I was thinking how do marketers prepare & adapt to this... Continue reading
Posted Jun 12, 2016 at Customer World
I often hear a lot of businesses and managers talking about a metric Cost-to-Serve(CTS) - reducing cost-to-serve a customer. They continuously talk about moving customers to lower cost channels and hence reducing the cost-to-serve & improving profitability. I find this... Continue reading
Posted May 21, 2016 at Customer World
We live in a complex world today where customers reach or talk or share their views about companies or the products they like, own or use or their experiences thro' a multitude of ways. The touch points, the IT systems... Continue reading
Posted May 15, 2016 at Customer World
I was at the Loyalty Summit in Mumbai where I shared my thoughts on how "How IoT is the third age of marketing technology". Here's the presentation. IoT is truly giving a voice to products! Also, it is changing the... Continue reading
Posted Feb 7, 2016 at Customer World
I have been reading a lot of interesting developments about IoT(Internet of Things) and some recent trends on the kind of devices that will pop-up soon to influence a customer's life which were showcased in CES 2016. I often wonder... Continue reading
Posted Jan 17, 2016 at Customer World
There is a very lovely article by Vala Afshar in Huffington Post on the current state, business impact, currency and value of customer experience. What I liked about this article is that there are really some lovely perspectives on how... Continue reading
Posted Oct 25, 2015 at Customer World
I was reading this very interesting article by Peter Sena on how some of the new age companies like Uber and the like are rewiring customers' brains. I think the perspective he was bringing-in was that every company across the... Continue reading
Posted Oct 4, 2015 at Customer World
Whenever I talk to companies about customer experience, the discussion always is steered towards technology, process and scalability but sometimes first principles are forgotten. There is very little discussion around what is stopping them to deliver the customer experience today.... Continue reading
Posted Jul 20, 2015 at Customer World
I was watching this lovely chat with Brian Grazer - celebrated writer, producer of successful movies and TV shows like 24, Empire, Arrested Development etc. on how he develops curiosity! Brilliant and thought provoking. I have observed over time that... Continue reading
Posted Jul 17, 2015 at Customer World
I have been reading a lot of recent articles(Consumer Expectations For Customer Service Don't Match What Companies Deliver) on the need for building world-class customer experience and how companies need to become customer-centric. But, when I searched for professionals who... Continue reading
Posted Mar 9, 2015 at Customer World
I was reading this article by Doc Searls on How do you maximize the help that companies and customers give each other? It's a lovely commentary of how companies make it difficult & complicated for customers to do business with... Continue reading
Posted Jan 18, 2015 at Customer World
I was seeing this interesting video from MITSMR on Building capabilities for Digital Transformation. What stuck me was to effect a successful digital transformation of business, should they practice digital transmigration - which is taking customers from one stage to... Continue reading
Posted Jan 10, 2015 at Customer World
Customer-Intelligence is becoming a competitive advantage in companies. Marketing is increasingly adopting the power of data, analytics & technology as a part of their intelligence-driven customer marketing strategy in addition to traditional marketing investments. What can we expect as trends... Continue reading
Posted Dec 25, 2014 at Customer World
Here's a lovely TED talk by Rainer Strack on the Workforce Crisis in 2030. What's was interesting to me from this talk is that India will be a major labor surplus market in 2020 when compared to other global economies.... Continue reading
Posted Dec 12, 2014 at Customer World
I always hear the following 3 questions from companies & fellow marketing professionals, I regularly speak to: How do we innovate around the customer? How often can we do it? How fast can we do it? It is interesting to... Continue reading
Posted Aug 31, 2014 at Customer World
There has been a lot written, tweeted, blogged about the importance of being a customer-centric company. So, what are the habits of a customer centric company? Here's an interesting infographic that articulates their habits. I loved the digital-physical point here.... Continue reading
Posted Aug 17, 2014 at Customer World
While companies and marketers understand the importance & appreciate the value of customer experience, I have often found there are very little studies that quantify the value of the same. Often, there is more intent and less action, as it... Continue reading
Posted Aug 3, 2014 at Customer World
I read a fairly provocative article by MIT's Michael Schrage on Why your Analytics are failing you in the HBR Blog. I totally agree with Scharage's perspective in the article. Today, there is a hyper-sensitivity & hyper-activity in enterprises about... Continue reading
Posted Apr 12, 2014 at Customer World
I have been observing, talking and writing about the incredible convergence & power of data, analytics and contextual marketing for marketers for sometime now. Will 2014 see the beginning of this trend & wider adoption? I believe so and I... Continue reading
Posted Jan 12, 2014 at Customer World
I was reading Bill Lee's HBR blog article on Marketing is dead. Quite an evocative headline, I must say. We have either heard or seen such headlines for example - CRM is dead, Long live CRM! So, I wanted to... Continue reading
Posted Aug 12, 2012 at Customer World