Leverage data to drive better customer experience outcomes … Impact of accelerated digital adoption (mostly driven by COVID) across most industries and channels mean consumers are spoilt for choices when selecting a product or a service. Consumers are fickle, more demanding, better informed, easily influenced by other’s opinion and make decisions based on what they see on social media. …

Machine Learning has already changed our daily lives in the form of products and services we use on a regular basis. This all too pervasive technology is not just a household name (hello Alexa!), …

Building human-centric, explainable AI solutions require capabilities that go beyond reliable data and domain expertise. Divergence thinking, cross-functional collaboration, a focus on outcomes instead of outputs i.e., infusing design into data science thinking may just be the recipe to build an AI strategy. There is a lot of data as…

A long lockdown due to Covid and an increased reliance on click and pay meant online shopping expanded to cover many more areas of our lives than before. At my home, online consumption ventured beyond amazon deliveries, we tried new subscription services, explored many small businesses and brands. …

I watched the beautifully animated RSA short video on Empathy by Brené Brown a while ago and it made an impact on me. Dr. Brown’s video highlights how as humans we are hardwired for connection and how ‘Empathy fuels connection.’ …

An excellent customer experience must last the entire journey. In the current ‘always connected’ world, this statement rings true more than ever. …