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Abhishek Singh

Abhishek Singh
Currently, Abhishek holds the responsibility for conceptualizing, implementing and managing the IT product strategies for Infosys subsidiary, EdgeVerve, in the Digital space. Prior to this, several years at Singapore Airlines as well as his years of entrepreneurship ingrained in him the importance of customer experience.

eMail Marketing bad Customer Experience, unless Personalized

Last Friday, I got 37 marketing emails in a day, from people trying to sell me conference and events to a condo in Bangkok....

Customer Experience VI – Customer Experience Measurement System

IF YOU CAN'T MEASURE IT, YOU CAN'T MANAGE IT - William Thomson, Lord Kelvin Customers rule the marketplace. To witness this, one only has...

Customer Experience V – Design Thinking for Innovation

Did you read about the good doctor who modified the MRI machine to look like pirate ships so that kids won't be scared of...

Customer Experience IV – Customer Empathy before Customer Journey…

Do to others as you would have them do to you - Luke 6:31 This age-old lesson in empathy, not a symbol for any religious...

Customer Experience III – Objectives & Strategies

A satisfied customer is the best business strategy of all - Michael LeBoeuf Over the last several years of developing customer experience-centered technology platforms for...

Customer Experience II – Self Service at fingertips…

without exploding your budgets... I recently accompanied a friend to an Apple Service Center to get his phone repaired where the 'proximity detector' was not...

Customer Experience – Product Experience (think Uber, AirBnB, WhatsApp)

"Falling in love as we know it is an addictive experience" - Susan Cheever Those of us, who have ever fallen in life, find it...

Omnichannel is nothing – Experience should be channel specific

I have been studying, working and creating in the space of Digital for a while now. One of the interesting concepts that I kept...

Where Digital meets Consumer Experience – Five examples…

This week, Allstate Insurance launched Drivewise Mobile app which collects a driver’s speed, time of day, hard-braking events and location. The idea is to...

Social Media Logins – OAuth affecting profits

I recently wrote about creating "Hey You!" "Customer Experience Moments" using social media logins (the OAuth Protocol) to better understand your customers. A few...

Four steps for monetizing Social Media’s Big Data

In my last couple of posts around 'Preferences' and 'OAuth', I have tried to explain how businesses can attempt a social media strategy for...

Lufthansa – Impersonalized Inspiration and Inspired Instagram

Couple of us industry colleagues were arguing last week about the different stages of a traveller lifecycle and we finally agreed that 'Inspiration' is...

Booking.com – Personalization & Customer Analytics

Being a great fan of the simplicity and hotel rates that I consistently hear about Booking.com, I recently logged into it to book hotels...

Is Digital Experience + Mobility = Apple Inc + Android?

I recently attended the Travel Distribution Summit, Singapore. Two of the key themes covered were mobility and social media for travel and hospitality. The...

“Hey You!” & OAuth – Monetization of Social Media’s Big Data

I am a great fan of creating meaningful and memorable customer experiences through social media and big data. I am an even greater fan...

Social Media & Big Data – Declared preferences vs. Discovered preferences

The other day, I logged into a local eCommerce site – FlipKart.com to buy a book. In India, it's a leader in eCommerce customer...

What is Customer Experience? – A synopsis

Customer Experience is a term that, like its predecessor 'Customer Relationship Management (CRM)', is being sufficiently discussed, debated and talked about. Here I would...

What actually is Big Data? – The different definitions

When I first heard the term, it resonated strongly with me. It was probably because Database Management, Relational Databases, Database schemas, DataWarehousing and Data...

Monetization of Customer Experience for hotels – Big Data & Sentiment Analysis

Big Data must create value – real and tangible economic value for it to be meaningful. And it must do more than just what...

Hilton, Marriott, Hotels – Customer Experience Index (CXi) & its quantifiable benefits

Customer experience as a concept is not alien to the hotel industry; some might suggest that Hotel industry actually invented customer experience. From its...

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