Vidya Priya Rao

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...

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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...

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...

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...

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....

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....

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...

How Designing Your Website Is Like Renovating Your Home – Part 2

Your home is your oasis; it is a reflection of who you are and is your most valuable asset. Having lived in it for...

8 Reasons How Building Your Website Is Like Building Your Home – Part 1

You feel most comfortable when you are home in the whole world, and home is an essential ingredient to a meaningful life. Moreover, as...

Create Websites That Attract Top Talent and New Business

Your website is there 24*7*365, and year after year, and is the virtual face of your company. Moreover, when you get an expected or...

Customer Experience versus Employee Experience: Which Matters Most?

Perhaps the oldest debate in life is — which came first, the chicken or the egg? Similarly, a vexing question long debated by savvy leaders...

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