CX, DX, UX, XM… the definition of experience is as varied as the thing itself. No two experiences are the same – no matter how much process and automation is involved. Because experience includes another x-factor – context. What is Experience Context? Very simply, context is the who, what where, when, how, why questions. Which buyer persona? Read more…
There is a certain mis-match between the idea that Millenials want differentiated experiences, are not interested in old-fashioned ideas of materialistic ownership and the rampant acquisition of drop-shipped, mass-market stuff flooding cloned pop-up Shopify Ecommerce sites around the world. But because of this idea – that experience is the point of difference, the word has been co-opted Read more…
As I moderated 5 different panels at Virtual Seamless KSA last week, there was an overarching theme – customer experience is at the fore-front of the ecommerce and retailing. The merging of the digital with the physical world, a kind of augmented reality, the experience that customers go through is the key determinant. What struck me in Read more…
PANEL Commerce 2030: Strengthening efforts by creating the right partnerships (9th July 2020, 11:40 am Dubai) KEYNOTE PANEL: Vision 2030: Paving the way for e-commerce in Saudi Arabia (9th July 2020, 10am Dubai) “Only 5% of SMEs in Saudi Arabia are taking advantage of the opportunity to do ecommerce.” While there are huge changes taking place in Read more…
CoVid19 has made hospitals off-limits to patients with both primary and chronic conditions. But illnesses and conditions don’t miraculously disappear amidst a pandemic – they are temporarily sidelined by hospitals and healthcare providers. However, patients have to live with discomfort, pain and stress of not knowing when their appointments will be reinstated and hospitals risk alienating the Read more…
A few months ago, I wrote an opinion piece about how the actions of companies and brands during lock-down would be remembered by customers for a long time. Under pressure, some brands threw the strategy out the window and instead used short-term tactics to try and bring in revenue. And there is nothing wrong with that – Read more…
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