Nitin Jaitly

Igniting the bonfire of digital reinvention: Start the fire before there’s nothing left to burn

Recently, I was at a campground at night. The smell of campfires was unmistakable, and my eyes picked out the many flickering points of light in contrast to the pitch-black night. The individual blazes gave warmth and light to each separate group of campers — comforting, but going no further than their respective fire pits. […]

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Thinking big about mobile and cognitive: Reimagining customer experience

In some ways, digital, mobile and cognitive are becoming substitutes for another word… modern. The modern consumer mindset has been dramatically shaped by the power and pace of mobile. We expect to get anything we’re looking for easily, immediately, and in relevant personal context. A tall order for most companies! Facing this level of expectation, […]

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Why Is Design Thinking Healthcare Consumerism’s Most Important Factor?

Let’s begin this piece with a survey question about how your organization views the importance of customer experience in consumerism. If you think your organization views customer experience as the most important component of having a successful healthcare consumerism program, type the letter ‘A’—case does not matter. Otherwise, type the letter ‘B’. Your answers will […]

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How to create standout customer experiences that propel you ahead to market leadership

Two big business and technology conferences begin today, attracting technology enthusiasts and business executives from across the world – Mobile World Congress in Barcelona, Spain and IBM Interconnect in Las Vegas. If you are at one of these events, key trends such as mobile strategy, differentiating experiences by design and the Internet of Things are […]

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