Summing it all up, a better Human experience = CX + Tech + Insights

Human-centred means to genuinely focus on the humans at the heart of what the brand does and for all decision making.  

A human-centric approach recognises the interrelation of people within and outside the organisation, emphasizing empathy, ethical practices, and a holistic view of the human experience, with governance in place.

So how do you achieve a human centered approach, when there is so much of noise around this concept? The underlying principles & steps are quite easy-

1. Understand customer needs        

You have a lot of information about your customers- lifetime value, KYC, personas, their 360 view (single customer view), who they are, what they want, how do they transact with you etc. You should proactively deliver what they need.

2. Be more relevant        

Post the point 1 to understand your customer’s needs, align the design element taking inputs from research to deliver personalised products, services & experiences.

3. Predictive analysis        

Forward looking to look at trends, needs before customers voice them out & predict their behaviour to have a differentiation over competition.

4. Make experiences more enjoyable        

Use technology, especially mobile first approach to give customers/ employees better control, empower them, make them feel content & connected.

5. Blend humans, physical & digital channels        

Understand the fact that these are demarcations done by the Marketing/ Customer Experience teams, for the human they are looking to interact with your brand to “solve their problems”, with the minimum effort, a success every time & with the most enjoyable emotions.

Customer experience (#CX) is the overall perception a customer has of a brand based on their interactions with the business. It includes every interaction, from before a purchase is made to after, and can be positive or negative. #customerexperience

Technology is a framework that helps organizations manage and communicate the value, quality, and cost of IT services. #technology

Storytelling is a multi-faceted approach that combines creativity, communication, and emotional engagement. It uses elements like plot, characters, setting, and themes to convey information or messages. #storytelling