I landed back in Dubai the very day the war broke out. For the first week I was alone; my husband was still in India and unable to return. Like most residents of the UAE, my phone was flooded with messages from concerned friends and family abroad, while the distant sound of missile interceptions echoed across the sky. The idea of war is unsettling enough from afar — being physically present within it can easily trigger fear and anxiety. Yet something unexpected happened ove

Defining a signature brand experience seems to be the call of the day for luxury brands. When market conditions are competitive and sales are in decline, and customers are skeptical and increasingly discerning, it becomes essential to revisit the brand’s value proposition. Most luxury leaders now recognise that customer experience is not just an extension of the product—it is the product. Values like emotional connection, hyper-personalisation, seamlessness, sustainability, a

I have always found customer journey mapping workshops magical. When you start facilitating a workshop with a client you have no idea what will emerge. The team always gives you the perception that they know what their customer wants, so in my early days as a designer I would be always hopeful that these four hours together would be valuable. I can’t believe I ever doubted the process, because having conducted several of these workshops for clients I can say, the output is al

Design thinking meets Luxury! It's a growing trend for brands to seek human centered tools to help deliver great customer experiences.

As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase. Imagine if we could alert the store with a click to keep shortlisted items ready for us to try in store, with confirmation that the items are in stock. When we arrive at the store, without a wait, we are greeted by name and shown a curated selection based on our online browsing history. We have the option to purchase in store and have the pr

Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is by elaborating on the customer journey view. Marketers certainly try to understand the customer and finds ways to attract them through attention grabbing campaigns, events and targeted brand messaging. Customer Experience examines how customers are experiencing the brand at every moment. The scope involves every micro and even mundane custom