Cx Conversations

What's common between iPhone and Slack? Along with them being amazing products, both iPhone and Slack delivered great customer experience and altered the market in a big way! It's not like smart phones didn't exist before the iPhone - remember Blackberry? Surely there were several other office communicators before Slack was launched. Both these products massively enhanced the customer experience. Interestingly, both iPhone and Slack gave birth to a new product segment and we've all seen how the market got crowded with competing products within a year or so. The role of customer experience is undeniable when you study the history of any pathbreaking product. In this episode with Apoorv Gawde, CIO and Head of Products at Finzy, I am discussing how design thinking and customer experience focus can be used to create products that carve a new market segment. We dive into the product design process and customer experience strategy that helped Finzy build a market defining product. Among other things, we talked abou