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Nilakantasrinivasan J

Nilakantasrinivasan J
Nilakantasrinivasan J (Neil) (born 1974) is an Indian author, consultant and guide, focused on the subject of client centricity, B2B client centric business growth, business transformation & analytics. He is the author of 3 books, The Client Centric Protagonist, The Master Book for Lean Six Sigma & A Little Book for Customer Experience. He founded a professional services firm Canopus Business Management Group (www.collaborat.com). More details are available at nilakantasrinivasan.com

The Unstoppable Rise of AWS – Dominance thro’ Client Centricity

AWS, a winner within Amazon as a company, grew at around 9 % YoY in 2022, During COVID period it saw spikes in its...

Putting Google’s HEART framework to work in B2B

A decade ago, Google's researchers, Kerry Rodden, Hilary Hutchinson, and Xin Fu, published a paper on how to measure the UX of web applications....

Sustainable Client Centric Business Growth with H2H

In the early 2000s, McDonald's was facing declining sales and customer satisfaction due to increased competition from other fast food chains and changing consumer...

Pem ern to, fogoff

Yes, you read it right, “Pem ern to, fogoff!”. In Minionese, it means “We love you, Customers!” As crazy as they may sound, the mascots...

7 Acts of Customer Centric Professional

I was shook up from a deep slumber by a voice that sounded like my school headmistress “Sir, do you want to buy anything”....

Check Points to Evaluate Touchpoint Efficacy

Building an excellent rapport and loyalty with customers isn’t another management fade. It is about building trust and that cannot be done overnight. We...

3 Trade Secrets of Where to start Customer Experience (CX) Initiative in Your Organization

This article is the second one in the series titled “Getting Started With “Real” Customer Experience in Your Organization”. In the first article, we...

Getting Started With “Real” Customer Experience in Your Organization

Think about it, Customer Experience (CX) is not new to the industry. All of us understand the importance of putting customer at the center...

4 Key ‘Must-Measure, Can’t Leave’ Customer Experience (CX) Metrics

In a world of analytics, most organizations have enough data, metrics and dashboards to deal with. When it comes to customer experience (CX),...

2019 India Centric Customer Experience Trends

There are many trend trackers to present a global perspective of CX, but there aren’t many in India. We have seen that many global...

Alice doesn’t live in wonderland

The wonderland experience of Alice lasted only as long as her dream. Though the tale of Alice in Wonderland plays with logic, giving the...

The Big Hidden Killer of B2B Customer Experience

B2B companies are still in honeymoon when it comes to CX (Customer Experience). Whether or not you agree on this, it is certainly an...

6 Ways Brands can lead in ‘No Loyalty’ Era

As I was sitting through the meeting of an enterprise for reviewing the efficacy of customer loyalty programs, it was clear that in spite...

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