If you’ve worked in customer experience for long, you probably know that change is the only constant in retail. And that’s what keeps our job exciting, right? As customer preferences continually evolve, it’s our responsibility to continue raising the bar and meet their heightened expectations. But surprisingly, most UK retailers aren’t doing that.

Data mining, unfortunately, has a very scary reputation. For example, social media companies have been able to use people’s social media activity to predict “political preference, personality score, gender, sexual orientation, religion, age, intelligence, along with things like how much you trust the people you know, and how strong those relationships are.”

Some customers just want to be left alone. For them, never having to talk to the company or have any form of interaction with them, is the best possible experience. Forcing these customers to engage, is the very opposite of providing a good experience. Yet, companies have to keep working towards increasing customer engagement. So how do customer experience and customer engagement fit together? Are they the same thing? Turns out, they aren’t – but they do work together in perfect harmony.

As a support professional, writing is core to the job. For many organizations, it’s the only way we communicate and connect with our users on a 1-on-1 basis.

India is known for a lot of things. You don’t need to have been to conjure up the sounds of the hustle and bustle, the smell of the food markets, the colours. Our unique culture and traditions have shaped the country into the global powerhouse that it is today. They inspire us to do and be better. By tapping into the world’s largest democracy, I believe we can change the world with something we call ‘Indian Democratic Design’.