For customer experience, MISSION delivers the empathyThis is Part II — the DOs—of my series of delivering heartful customer experiences.Mar 16, 2023Mar 16, 2023
Empathy is the mind. Mission is action.This is Part I — the DONT’s — of my series of delivering heartful customer experiences.Mar 16, 2023Mar 16, 2023
You need more than data science to understand your customersHong Kong’s quick-buck mindset is the reason why we are losing vibrancy.Apr 16, 2022Apr 16, 2022
We should be human-decentredThe rush to advocating a “human-centred” approach, rather than consumer-oriented, is yet another hype that people follow without much…Nov 18, 2021Nov 18, 2021
Futuring can be applied in…These are my random thoughts on the futuring approach. I will keep updating this article as more ideas come.Nov 9, 2021Nov 9, 2021
My morning reflection on 5 Nov. 2021The rush to advocating a “human-centred” approach, rather than consumer-oriented, is likely driven by the recent “hype” in design thinking…Nov 5, 2021Nov 5, 2021
Market research reports should be more like whiskeyThe market research industry has been consistently criticised by research users from different walks of lives, including clients, for…Oct 22, 2021Oct 22, 2021
Should Dominic Cummings be condemned or does he deserve the benefit of the doubt?The market research industry has been criticised by clients and research users, whether current or lapsed, for producing no insights. We…Oct 10, 2021Oct 10, 2021
Hong Kongers need a brain change!Update on 12 Nov. 2021: The co-founder of Linkedin, Reid Hoffman, has written an article about the importance of philosophy for the tech…Oct 9, 2021Oct 9, 2021
