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Customer Experience is Deceptively Simple and Deviously Complex, but, Unavoidable Part of the Deal

 Cornflakes are not very preferred breakfast in my house so very often we don't even have it in stock. So this morning when I told my daughter I am going out to get a pack, she insisted I get the plain flavour. She reminded me specifically not to get the honey flavour. I assumed this is because she did not like the honey flavour which I seem to have bought the previous time.  What happened next is quite intriguing. Not only did she pour cornflakes and milk in the bowl, she also poured a large spoon of honey on top. I asked her the reason - "that's the  right way  to eat cornflakes", she insisted.  The brand would read this act of pouring honey in cornflakes as potential demand for honey flavoured cornflakes - the agency would helpfully bring in the supporting data probably - but only one problem -  this customer cluster does not want it, they want to  experience  adding the honey to it! Many brands still sell by deconstructing their physical product - CPU, RAM, Screen
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Convergence 2020: Live from the Conference Day One

 Live blogging is fun, especially if the event is such intensely engaging. BTW, conferences are supposed to happen in large auditoriums or hotel banquet halls, aren't they? Fortunately, the answer is a no. This is the inaugural session of Convergence 2020  and there are over 150 attendees not visible in the picture, because they are online!! Dr Atish Chattopadhyay, Director, IFIM Business School, while speaking at the start of the event, brought the concept of Service as "seva", which he pointed our as worship, as believed in the eastern philosophy, as opposed to a transaction (or a set of transactions) in the West. Dr A. Parasuraman,  while introducing the event make the remark (I think he was quoting someone but I could not make a note of that), "Nothing is more practical than a good theory". He was underscoring the point that research is not an exercise in isolation, but it has to be take away for the practice. Such a telling point in few words!! Two amazing

Winning Through Service Excellence: Theory and Practice - Convergence 2020 at Jagdish Sheth School of Management

Conferences have meant different things to me at different times. Over a decade back, when my wife was working on her PhD, I was curious to know what is it that academicians and researchers travel across the world to speak and listen to, because I used to see her very excitedly prepare for such conferences. I was in the industry then, and my view was guided by  industry conferences  attended and organised. They were full of gloss - dazzling presentations, jargons being dropped and lapped up, dapper looking executives who were more found in the lobby than in the main hall, and the my-car-is-more-expensive-than-your-car glance that was noticed at the hotel entrance.It was my view then that it was only the travel and hospitality industry that gains from conferences! Things took a different turn when I switched careers and crossed over to academia. While conferences retained the fun quotient, they became an interesting hot-spot to meet the real thought leaders . White background slide pres

Application Backup and Restoration Just Got A Notch Better With Kubesafe

A Disaster Recovery situation is the worst nightmare of an application manager. There are a zillion data back-up solutions available in the market, but at best they are just like insurance - you hope it would work in the event of a crisis such as cyber attack or crash, but one doesn't know for sure. The reality is that getting an application up is messy, once we add application configuration and application data to the mix. With most applications on cloud these days, they remain exposed to the worst of internet threats.  No airline can stop booking tickets just because their ticketing system went down. Neither can a retailer afford to lose billing on a Black Friday because the order capture or the inventory system is down due to an internal or external event. That's where's Kubesafe's innovative approach comes in. It not just takes snapshot of applications and  configurations as one image, but in the event of an internal or external event leading to disaster, Kubesafe r

Corona and Medical Advice Dilemma - Do we know someone who knows?

 One of the major challenges of Corona Pandemic is that one always feels the need to get informed advice on various aspects of preventive care from it. While the Covid vaccines are sometime away, what does one do, if we feel some anxiety about any other ailment that requires medical advice? Fortunately, we have Ayurveda and other forms of wellness advice to look at. Dr Pankaj Chansarkar is an accomplished Ayurveda Specialist, Holistic Healing and Wellness Coach , who is just a video call away.