Customer Experience

Mar 255 min read

Revolutionizing Public Transit: The Redesign of SMRT's Chimes for a Better Commuter Experience

Allan Ung Inside the MRT train, Singapore. (Credit: ProjectManhattan, CC BY-SA 3.0) Introduction SMRT, Singapore's prominent public...

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Mar 64 min read

Digital Transformation: Bridging the Customer Service Gap

Allan Ung Bridging the Gap Between Digital Transformation and Customer Experience in Customer Service In today's digital age, businesses...

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Feb 95 min read

Navigating the Maze of Online Shopping on Shopee: Lessons Learned from a Wrong Product Delivery

Allan Ung Navigating Online Shopping Woes: Lessons from Shopee's Wrong Product Delivery "Your most unhappy customers are your greatest...

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Jan 225 min read

Designing Commuter Solutions with Design Thinking: A SimplyGo Chronicle

Allan Ung Fare gates at a Singapore train station (Photo: Vulcan Post) "You've got to start with the customer experience and work back...

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Aug 19, 20233 min read

The Power of a Customer-Centric Value Proposition Canvas

Allan Ung Introduction In today's fast-paced business landscape, understanding your customers' needs and creating compelling value...

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Feb 25, 20234 min read

Design Thinking: A Cyclical Approach to Innovation

Allan Ung "Design is not what is looks like or feels like. Design is how it works." Steve Jobs Introduction Design thinking is a...

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Sep 14, 20213 min read

How to Craft Effective Customer Journey Maps for Business

by Allan Ung Steve Jobs once wisely stated, "You've got to start with the customer experience and work back toward the technology – not...

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Jun 30, 20163 min read

Achieving Long-term Success through Effective Change Management

by Allan Ung "Change is the only constant." Heraclictus , Greek Philosopher Change is the only constant. It is a fact of life and...

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