Vidya Priya Rao

Resist Urge To Skip Design Thinking Stages

To stay relevant in the digital era, most companies are considering design thinking, but continue to be immersed in a “Build it, and they will come” mindset. Often, due to a sense of urgency to play catch-up or disrupt the market, they skip empathy...

From Jugaad To Systematic Innovation: Embed Design Thinking and Build A Design-Led Innovation Culture

Most innovations at the corporate level in the Indian companies is Jugaad and incremental, as it is about extending existing products, services or processes by adding new capabilities or features. Though there is nothing wrong with incremental innovation, it creates solutions that keep current...

Strengthening Your Intra- and Inter-Department Partnership – The Welcome Side Effect of Design Thinking

Imagine a world where customer service, procurement, marketing, finance, operations, human resources, and sales can truly help each other and work together, instead of stepping on each others’ toes and pointing fingers. A world where all parts of the organizations work together with a...

To Have Friction or Not To Have Friction Along the Customer Journey

Instead of viewing friction as negative or something to eliminate, consider how you can apply it to your conversations in a positive, honest and respectful manner.

Musings of an Apprentice: Business Thinking Meets Design Thinking to Create a Design-led Innovative...

Abstract: A perspective of a redesigned, reformed and transformed business design professional. The author shares her journey, experience, progress, and point of view on today's often discussed "design thinking or building a design-led innovation culture." Background While I love the idea of design being applied…

Reshape Customer Experience by Leveraging Digital Trends and Design Thinking

The rise of new digital tools (like mobile, live chat, omnichannel support, self-service, social media) and a broad array of IoT devices (like activity monitors, beacons, smartwatches) and emerging technologies (like AI, AR, Machine Learning, VR, 3D printing and so on), has exponentially increased...

Customer journey management: The key to better customer engagement

Today’s empowered customers, choose their path and view the entirety of the experience with your brand across all touchpoints as one connected experience. Your customers interact with you on their own terms, shift preferences, flow across channels, and take unpredictable routes to a fluid...

Wake-Up – Take Employee Experience Seriously!

Until a few years back, every business assumed that the keys to long-term success and growth were providing a high-quality product, the best customer service and pricing it right, so customers get value for money. But, today in the experience economy, the only differentiator...

5 Tips to Understand Your Buyers Better

Buyer Personas help - Marketing, Sales, Product, and Customer Service teams, to internalize the ideal customer you are trying to attract, convert and retain, by relating to them as real humans. However, the perfectly crafted blog post, eye-catching infographic, the short and sweet tweet, meticulously...

How To Win The New Age Buyer

If you ask any marketer or sales person the question - Have your prospective buyers or existing customers changed?  The spontaneous response will be a BIG YES! Buyers today are in the driver’s seat, and more empowered with the gadgets and tools at their disposal....

Building Patient-Centric Hospital Of Future

India has seen an increase in life expectancy and the rise of chronic illnesses. At the same time, current models of healthcare delivery are increasingly becoming unsustainable to manage this shift from volume (diagnose and treat) to value (prevent and manage) based care. With technology...

Customer Service Interaction – The Most Dreaded Moment in Customer Experience

Despite my best efforts to fix problems on my own, sometimes I just have to call for help – whether I have a downed service, need to repair a broken gadget or appliance, or just need to fix the billing mistakes made by the...

The Three Golden Rules of Customer Experience: Is It Part of Your Strategy?

In today’s choice rich, time poor, fast paced digital era we are on stage 24/7/365, and we do not get a second chance at the first impression. As entrepreneurs or business leaders, you realize the need to raise your game. To achieve this, you...

Customer-Centric Culture Does Not Happen Overnight

According to Einstein, creativity is "1% inspiration and 99% perspiration." And, Grayson Perry says, “The path to creativity needs to be built on a strong focus, attention to detail and the ability to genuinely challenge orthodoxies.” The same holds while building a customer-centric culture. In…

5 Reasons To Watch-out When Customers Say “All Is Well”

Businesses function to ensure “Customer Satisfaction”, but, my question is how good are “satisfied customers” to your business? If the answer is “they are satisfied and that’s a good news!” think again. I have been meeting business owners who believe satisfied customers are an asset...

Spot The Moments Of Truth To Create Unforgettable Customer Experience

A car cannot drive on its own and reach the destination until we check there is no flat tire, there is sufficient fuel, we wind up the keys, and drive prudently when there is a speed bump, apply brakes and so on. Similarly, for...

The Employee Experience – The secret sauce to deliver the ultimate customer experience

I have a question for all of the business leaders out there: Do you really believe in the digital era business strategy and customer experience strategy is one and the same? If the answer is YES, my next question is: Do you honestly have...

Wooing & Winning Your Competitor’s Customers

Let’s say you have built an incredible product. You have managed to convince your beta customers that it’s the best solution in the market. And now you want your product to go viral and become a growth hacker and make billions. But here’s the...

How Marketing and HR Can Align to Build A Strong Brand And Enhance Customer...

I just got off the phone talking to a prospective client, who reached out to us for helping them with their Employee Branding initiative. One of the concerns cited by their Human Resources (HR) head was a high attrition and difficulty in recruiting fresh...

What I Learnt About Building Customers For Life From My Grandparents

I spent the weekend with my grandparents and took a walk with them down the memory lane by going through old photo albums. It was an incredible experience to visually see the transformation of my grandparents – from a shy, young couple to the...

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