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On-site Search Engines, a powerful CX accelerator
Most websites have a search capability wherein visitors enter a few keywords and find the content they are looking for with ease. We call this as On-site search. Ever wondered how leading brands use the humble On-site search feature to deliver a power packed customer experience?
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900 Million+ Personalization Permutations with 6 building blocks
Back in the day, in 1958 LEGO estimated that six standard LEGO bricks could be combined together in nearly 103 million ways. Ofcourse, most ordinary people believed it, because 103 million is a big number and it came from the makers of Lego themselves. The number was assumed accurate until a few years ago when…
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The 5 Sensei of Customer Experience
Nope, there is no typo…I do mean Sensei. According to Wikipedia: Sensei, Sinsang, (Sonsaeng/Seonsaeng equivalent in Korean) or Xiansheng (先生) is an honorific term shared in Chinese, Korean, and Japanese honorifics that is translated as “person born before another” or “one who comes before”. In general usage, it is used, with proper form, after a…
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Enroute towards Digital Immortality
Ray Kurzweil an acclaimed author, inventor, computer scientist, futurist, and director of engineering at Google has made many futurist claims, of which an average 86% have come true. Recently at the 2017 SXSW Ray predicted By 2029, computers will have human-level intelligence, 2029 is the consistent date I have predicted for when an AI will…
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The 5 P’s of a Brand’s Digital Maturity
In psychology maturity is the ability to respond to the environment in an appropriate manner. This response is generally learned rather than instinctive. Maturity also encompasses being aware of the correct time and place to behave and knowing when to act, according to the circumstances and the culture of the society one lives in. (Source: Wikipedia) The status of maturity is distinguished…
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Simple strategies Iconic Brands deploy to deliver a Global Experience
Consumers across the world are becoming more global than ever before. We are increasingly travelling for work / leisure, migrating to new markets and integrating with people from diverse backgrounds. This impacts brands that serve these consumers as people expect an experience either better or at least at par with what they are familiar with.…
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Retail experience optimization opportunity using Loyalty as the lever
I had been grocery shopping a couple of days ago and as usual received a handful of coupons for my next visit. Back home, while I emptied my pockets, out popped this big bunch of coupons. A quick glance indicated, these coupons belonged to 2 broad categories, Irrelevant Relevant but distant I guess, you don’t…
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Voice Commerce & Voice Search, the CX you would be crazy to ignore
Traditionally we have imagined digital experiences to be led by a screen. As a matter of fact, screens of all sizes. Since the introduction of voice assistants ( the likes of Alexa & Google Home) and voice search on major search engines, early adopters have jumped on-board the voice wagon and embraced it faithfully.
