Category Archives: Customer Experience

  To create a wining design-led innovation culture and organization and to explore and exploit opportunities requires embedding design thinking at all levels in the organization. Innovatus Marketers Touchpoint LLP is a customer experience, marketing, service design, design thinking and business innovation consulting firm, based in India. We offer go-to-market and digital strategy consulting and
  Despite my best efforts to fix problems on my own, sometimes I just have to call for help – whether I have a downed service, need to repair a broken gadget or appliance, or just need to fix the billing mistakes made by the service provider. As a customer, when it means it’s time
  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 the first impression. As entrepreneurs or business leaders, you realize the need to raise your game. To achieve this, you need to know the challenges and the opportunities associated with
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 focus, attention to detail and the ability to genuinely challenge orthodoxies.” The same holds while building a customer-centric culture. In the digital era, embracing a customer-centric mindset across the organization
A car cannot drive on its own and reach the destination until we check there is no flat tire, there is sufficient fuel, we wind up the keys, and drive prudently when there is a speed bump, apply brakes and so on. Similarly, for the customer to move from point A to point B in
  I have a question for all of the business leaders out there: Do you really believe in the digital era business strategy and customer experience strategy is one and the same? If the answer is YES, my next question is: Do you honestly have a finger on the pulse of the customer experience (CX)
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 whether: it is my customer’s experience or my employee’s experience first? employee engagement leads directly to business successes, higher profits and customer loyalty or vice-versa? it is employee disengagement