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Vidya Priya Rao

Vidya Priya Rao
Vidya Priya Rao (PhD), is the Founder and Director of Innovatus Marketers Touchpoint LLP, a customer experience, design thinking and marketing consulting firm based in Mumbai, India. She is a design thinking/service design thinking decoder and promotes a proven approach to build a design-led innovation culture. She is also a visiting faculty at leading B-Schools in India. She is an Executive, Marketing & Sales Coach, Trainer, and Keynote Speaker.

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...

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...

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...

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…

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

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 Experience

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...

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