Vidya Priya Rao

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...

Is customer experience just another management fad?

It all started with a call from my mother on Wednesday at about 5.00 pm; wanting me to contact our cable service provider as...

A Trip to TSP Store: Why Employee Engagement Matters to Customers

Here's a little story about how I walked out of the Telco Service Provider  (TSP) store for the last time. My loyalty to the...

How marketing can apply service design thinking to do KYC (know your customer)

As a marketer whenever we talk about marketing, what comes to our mind is “Target Audience, Customer, Campaign, ROI.” However, customers often view us marketers...

Service Design Thinking: It’s About Customer Experience

As digital marketers, when we introduce ourselves to potential clients, we are continuously reflecting on how we describe the work we do and what...

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