Customer Experience for Airlines

Few days back, thanks to surprisingly less traffic, I checked in early at the airport. Since I had time to kill and the domestic Delhi airport has nothing great to offer in terms of shopping / killing time, I too indulged in the favorite pastime of the nation, or maybe the world, I dare say - Mobile internet (social and search) What caught my attention was the OTA (Online Travel website) banner ad that kept following me. I knew it was because, I had searched for the flight details and fare on their website a few days back, and the cookies were re-targeting me, etc. Couple of thoughts crossed my mind
Why were the OTA digital marketing team wasting their ad budget following a 'dead' prospect. I mean, they do not know that I've purchased the ticket from some other place (in my case, directly from the airline website). I had put my date of travel on their website, why didn't the re-targeting ads stop a day before my date of travel. From my past exp…

The What and Why of Personal Branding

Lately, everyone seems to be talking about personal branding and what it means in today's digital and marketing age. I cringe whenever I get to see any headlines or articles promoting 'Personal Branding' through social media. Every 3rd or 4th article on branding topic in my Flipboard dashboard is about personal branding - how important it is, how to capitalize, listicles on personal branding etc.
Over the last 5 years google trends on personal branding shows an interesting pattern. While there is slight increase in terms of the interest over time, it has a jagged growth. The December months sees a huge dip & so also a mid-year dip around June-July. One main reason could be that year ends and mid-year periods are usually lean period for job changes, perhaps? As much as I don't like the whole idea of 'personal branding', this is a new reality and professionals needs to successfully engage with their audience with the available digital tools. While there are m…

Tech ramblings during travel

The problem with breaking a habit is that breaking a habit becomes the habit. No tongue twister here, it is just my observation for not writing a post/blog for a long time. My OneNote has a list of topics that I had noted down that I want to write and share, but somehow I just didn't find the right motivation to write. That for you is a long form of defining laziness ;) A 2 week business trip to Sydney at the start of the month had given me enough time to think and look around what is happening. I started to look at things with the filter of technology and digital. Here are few of my observations & trends, in no particular order
Different people, same behaviour: When it comes to technology behaviour, even though it was 2 different continent, it was same everywhere. People spend most times checking their WhatsApp messages, or Facebooking through their phone. A large number of people were keen on getting their selfies taken against popular backdrop. Kids …

Why Convenience is Time

The value of convenience is emphases on consumption rather than production of technology (Thomas F. Tierney) The other day, when I read the above passage in an article, it made me think that one of the oft-used word in the digital business model is - convenience. Be it the ecommerce, omni-channel, user experience, customer journey, all these hinge on, convenience. But what is convenience and can it be quantified. More importantly, is it for real Wikipedia defines convenience as, the state of being able to proceed with something without difficulty. Difficulty is directly related to the effort and by definition effort can be termed as the minimum usage of available resources for maximum benefit. As a consumer the finite available resource at his disposal are - Energy, money, and time. But as money is directly related to savings and cannot be considered convenience in the true sense, we shall focus on energy & time. The more you expend your limited resources, the less convenient it …

Cool New Websites of the future

Hey, Website! Hey yourself, User. What brings you here? I hear you are a cool guy/place to hang around with :) Thanks! Wow!! Didn't know that I'm that famous ;) tbh I'm just trying to be like you - More human, more friendly :)
…and so forth, the online conversation goes on between the user & the brand
Every brand website is a potential storyteller and technology is a great enabler of stories. The pace at which technology is getting adopted, especially the bot & AI technologies, chatting and talking websites are going to be the future storytellers of the brand.
Websites have come a long way.  From the static 'online catalogs' of early 90's to animated Flash based website of 2000's and the current search friendly and dynamic websites (with some personalization and responsive)…. They were led by customer friendly approach which was driven by the device & the purpose - Informational to Interactional to Engagement. The future purposes of website is to …

Key Takeaways from NASSCOM ILF 2017 Event

After a long time, I attended a full NASSCOM conference (Yes, all of three days!!).  As good events go, this event too was good, with a long line of illustrious industry  speakers (Ginni Rometty) business leaders (Mukesh Ambani, Anand Mahendra)  to sportsperson (Anil Kumble). The topic curiously was more introspective  rather than outward looking – To reimagine and not reengineer

While a variety of topics were discussed (  for me the key takeaways from the event were:
Artificial IntelligenceVirtual RealityHealthTech
From IBM Watson to Startups creating NLP & Deep Learning based solutions for enterprise,  I'd noticed AI coming in all shapes and sizes. Some call it Machine Learning, some others Cognitive  Business. However, the idea that data will drive businesses is very real. If Data is the new oil…  Artificial intelligence is going to the refinery plant.

Virtual Reality, which has been in the spot light for past few ye…

Trends for 2017 in Marketing, Business, and Society

Season's Greetings and warm wishes for a great year!
In Content Marketing, 'tis the season for either predicting the trends/things to watch out for this year or give a quick review of what worked and what didn't in the year gone by… or maybe both. My content calendar too has the same topics :)
However, looking at my past blog posts that I posted around this time, I realize how repetitive the predictions were year after year. For example for past few years, all subject matter experts including me, are talking about Mobile, Augmented Reality, IoT, etc as the things to watch out for and it looks like it will remain the same for next couple of years too. Hence this year, I wanted to look at trends in a broader but more impactful perspective.
I was attending a corporate event during the last week of December and got to hear various speakers from technology, consultancy, and media fields. They shared their observations and wisdom on how they perceive digital will impact markets…