Demystifying the Alphabet Soup of CX Terminology

Do you design Omni-Channel Experiences? Then you have probably come across terms like channels, touchpoints, moments of truth etc. Google has made this even more interesting by adding terms like Zero Moment of Truth and Micro-Moments into this jargon soup. For those in a hurry, here is the TL;DR version: ZMOT (Zero Moment of Truth) [...]

E-Groceries: Looking Beyond Discounts & Offers

It was one of those days when I found myself in a ‘home-alone’ situation. I was enjoying the solitude till I could not ignore those hunger pangs anymore. My intention to rustle up some food was thwarted by an empty fridge. I decided to tackle this grocery problem head on. I settled myself into the [...]

Smart Assistants: In the home of a Technophile (Part 1)

A small, compact device was perched on a corner table; at first glance it looked like a regular speaker nothing extraordinary. But contrary to our initial impression, this was a voice controlled ‘smart’ speaker powered by an intelligent personal assistant. These smart speakers seem to be catching on amongst the younger, tech-savvy generation in India. [...]