Publications

Discover the opinion articles on Customer Experience opportunities previously published. These concepts are rooted in Small Data and customer empathy.

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Trip planning for electric vehicles is optimized for the cars, not for the humans driving them.

Leveraging the data from Via Michelin, the Michelin Guide and some Artificial Intelligence, the Michelin Group is well placed to develop a solution catering to electric car drivers. The new tool would allow drivers to plan a trip with options to recharge the car’s battery and for drivers to enjoy local gastronomy.

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Published January 2021.

See the pitch deck for the Michelin Group:

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Competing with Amazon

You can not beat Amazon at its own game: large selection, low price, fast delivery (1). To lure customers, (r)etailers should embrace:

  1. Low emission and on-demand shipping options,

  2. Curated selection of local and eco-friendly brands & products,

  3. Fair pricing throughout the supply chain.

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Read the full article:

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Published November 2020.

Customer Experience in Retail Stores post Covid-19

To adapt to changed customer behaviors post Covid-19, I list below 4 opportunities for retailers operating stores:

1. 1-to-1 session

2. Pick-up

3. Self service check-out

4. Partial Dark Store with reduced experiential space

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Published April 2020.

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Driving sustainable choices in accommodation offering

Giving Booking.com’s strong position they can lead the sustainability revolution in travel accommodation. How? They need to bring front and center the sustainability effort driven by hotels and accommodation providers so that this becomes a key criteria when shortlisting and selecting options of their customers.

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Published November 2019.

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Embracing hardware as a service (HaaS) and artificial intelligence (AI) technology to provide personalized health recommendation

I suggested Withings create a team of doctors, nutritionists and sport coaches to give targeted advice to their customers based on the health parameters registered. This would be proposed to users through a service subscription providing valuable insights to the users based on their personal metrics. It could also trigger a recommendation to visit a doctor or run a specific medical check if needed. 

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Published August 2018.

This futuristic scenario have several benefits. The first obvious one is to create multiple personalised touchpoints of interaction with spectators. Thus, creating engagement activity to ensure the best experience.

The second is increasing revenue. People would be more inclined to venture more and use additional services if they know they are not missing out the game — especially during break. It also opens the opportunity for advertising to monetize existing sponsorship deals.

The last one, it would also provide valuable insights to venue and event manager to facilitate crowd management. 

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Published July 2018.

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During your past hotel stays, did you complain about the lack of amenities in your room or the poor information you received at check-in? My guess is that you rarely voiced these concerns to the staff and probably missed some feedback in your online review. So chances are that hotels are missing on important information to improve their guests’ experience.

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Published July 2018.

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Checking the Wikipedia’s business card entry, it indicates that the first cards appeared around 1895 — so over 120 years ago! Despite the many technological advancements we have had, it is surprising to me that we are still relying on these small pieces of paper — considering the limitations listed above. Could you imagine Steven Spielberg or George Lucas using the cinematograph today?

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Published June 2018.