customer journey management Archives

Operations behind one sentence

A mother in Chengdu had typed one sentence into her phone: "My dad fell at home. I need help now, and a loan to cover the bills." In most companies, a request like that opens a maze, a call centre, a form, a separate app for the loan, a separate…

What a Dentist Saw That Bankers Didn’t

What if the most broken product in your daily life was so familiar you had stopped noticing it? Lee Seung-gun noticed. He was a dentist at a Samsung-affiliated hospital in Seoul, and one evening he tried to transfer money through his mobile phone. What followed was fourteen steps, USB security…

Health as part of Integrated Wealth Management model

In the heart of Hong Kong, Ken stands at the pinnacle of success. As the CEO of a booming tech startup, he has amassed a good fortune. Yet, beneath the surface of his achievements lies a growing concern: How can he ensure that his wealth not only endures but also…

AI apps blending behaviour economics to improve retention

Sarah, a driven entrepreneur, was determined to build a loyal customer base for her startup's cutting-edge app. Despite initial excitement, she noticed a concerning trend – users were signing up but quickly losing interest. Frustrated, she stumbled few concepts other players were adopting. Three concepts resonated deeply: feature gating, reciprocity,…

Assured Allies: Insuretech for aged

Mary is a 70-year-old retiree who has been living alone since her husband passed away. She has been worried about financing her aged life and has been considering moving to a nursing home. However, she is not comfortable with the idea of leaving her home, which holds many memories. Mary…

Japan’s Future Lab creates IKEA like experience in agedcare

Customers who have bought from IKEA , will be familiar with the way the IKEA stores sell through a living experience than selling product features. A ideal living room is presented with different configuration of products providing ideas for customers to choose their products of choice. Japan's Future Care Lab…

Digital Energy specialist with new operating model

‘You have a issue. You call a call center. They do first triage and put you on hold and make you wait in a queue for specialist to resolve or even worse ask you to call some other number’. Sounds familiar! Business Operations and support have been traditionally built around…

Danish way to Healthcare innovation

Denmark consistently ranks in the Top 10 list of countries with most happy people and their Healthcare system is one integral part in making that happen. Denmark has been a leader in Healthcare innovation and the results they have achieved is a proof to their success. Key Results Among the…

Customer Delight in Digital Age

Digital is the new norm for any business.Innovation fueled by digital solutions has disrupted several industries and continues to redefine the way customer is engaged is world dominated by smart devices. Banks are always in the forefront of digital innovations and are stepping up to offer services to delight the…

customer journey management