Building blocks of innovation

We are witnessing an acceleration of innovation across the globe, driven by an urgent necessity to adapt to the current environment. Topped by innovations in pharmaceuticals and healthcare, other innovations in logistics, retail and hospitality, and financial services are making their way. New business models, product platforms, and novel ways to engage customers are key … Read moreBuilding blocks of innovation

Employee experience a top priority

“Loyal employees in any company create loyal customers, who in turn create happy shareholders” — Richard Branson, founder of the Virgin Group   WORK-from-home (WFH) arrangements have truly transformed how employees got through their day-to-day tasks. This is supported by countless anecdotes about the challenges faced by employees as well as their managers, such as … Read moreEmployee experience a top priority

Customer centricity in this critical time

The coronavirus disease 2019 (Covid-19) crisis led to abrupt declines in employment, earnings and incomes across the globe. In fact, real household spending in the Philippines contracted by -7.9 percent in 2020, according to Fitch Solutions. But consumer spending is underway due to business and government adjustments, and progression in vaccination, with a projected growth … Read moreCustomer centricity in this critical time

The anatomy of fake news about Covid-19

The coronavirus disease 2019 (Covid-19) has been a super-spreader event of misinformation online, leading to an all-time high level of fake news online, according to a report of late last year. The unprecedented rise of misinformation and disinformation online about the coronavirus started at the onset of the pandemic in 2020. For instance, in … Read moreThe anatomy of fake news about Covid-19

Why customer experience is everything

At the onset of the pandemic last year, companies hurriedly shifted their business models to digital by setting up e-commerce and online platforms. Great example of digital transformation; or so we thought. For instance, one large grocery chain set up an online ordering system which my wife started to use. She would visit the grocery portal, … Read moreWhy customer experience is everything

Forecasting in uncertain times

One senior executive of an organization pronounced during a planning session I was involved in that “one assumption for our 2021 plan is that we can have face-to-face engagements with consumers and customers by the fourth quarter.” This assumption was plugged into the 2021 financial budget. Last month, news about a more contagious strain of … Read moreForecasting in uncertain times