Frau ICFor customer experience, MISSION delivers the empathyThis is Part II — the DOs—of my series of delivering heartful customer experiences.2 min read·Mar 16, 2023----
Frau ICEmpathy is the mind. Mission is action.This is Part I — the DONT’s — of my series of delivering heartful customer experiences.2 min read·Mar 16, 2023----
Frau ICYou need more than data science to understand your customersHong Kong’s quick-buck mindset is the reason why we are losing vibrancy.5 min read·Apr 16, 2022----
Frau ICWe should be human-decentredThe rush to advocating a “human-centred” approach, rather than consumer-oriented, is yet another hype that people follow without much…2 min read·Nov 18, 2021----
Frau ICFuturing can be applied in…These are my random thoughts on the futuring approach. I will keep updating this article as more ideas come.1 min read·Nov 9, 2021----
Frau ICMy 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…1 min read·Nov 5, 2021----
Frau ICMarket 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…6 min read·Oct 22, 2021----
Frau ICShould 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…4 min read·Oct 10, 2021----
Frau ICHong 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…3 min read·Oct 9, 2021----