Blog

9 Mar 2017

Chat bots are the future of the services industry

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If you have been chatting with customer service on hotel or airline website, then there are chances that you have been chatting a machine or AI or a Chat Bot. This is the new normal in the services industry and no matter what you feel about it, the chat bots are evrywhere.

I discovered this by accident when I missed a connecting flight from Chicago in 2015. I had to reach out to my hotel to change the reservations. As I called the help desk at the hotel, the familiar IVR options were replaced by a pleasant sounding male voice, who spoke to me about my reservations and then directed me accordingly. Midway through the conversation I realized this was a bot or AI. Though I immediately thought of Terminator 2 and Skynet, but little did I know that chat bots were going to become a more integral part of our lives.

3 Feb 2017

Swiss Re receives branch license to offer reinsurance in India

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Swiss Re has received the approval from the Insurance Regulatory and Development Authority of India (IRDAI) to open a branch in Mumbai. With the composite branch license, Swiss Re will be able to operate in India and offer both non-life and life and health reinsurance solutions directly to clients and brokers in the country.

As the Indian insurance sector is poised for strong growth with an average annual growth rate of 8 percent from 2017 to 2025[1], Swiss Re is among the first five foreign reinsurance companies to obtain a license to sell reinsurance in India. Swiss Re’s newly licensed entity, Swiss Reinsurance Company Ltd, India Branch, will begin its operation effective from 1 February 2017.

8 Jan 2017

Consumer behavior study indicates strong regulatory focus needs strong messaging

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In the healthcare space often you see consumer healthcare products come out for reason to buy. A good example is tooth paste or the oral dentifrice market in India. The estimated market size is 800 crores and it is growing almost at 18 % CAGR. But the usage of the toothpaste is a mere 85 gms per person, one of the lowest in the world. So that shows that our volumes are high but per capital usage per person is low. This is despite the Indian Dental Association (IDA) recommendation to brush twice a day. So somehow through the regulatory focus matches those of consumers, for example to brush the teeth regularly, the argument for brushing twice is not strong enough.

28 Dec 2016

New business models to drive growth for Desi Brands in 2017

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As the year comes to an end, many people have asked me about my predictions for the next year. As I was thinking of what would drive 2017, three separate brand encounters gave me the answers to my questions. In all three the desi brands had taken a traditional business model and turned it around to give an exceptional experience to customers.