Crafting Bold Visions Into Timeless Digital Stories

Recently, I visited the Kala Ghoda Arts Festival in Mumbai   and came away thinking less about art, and more about customer experience. What struck me wasn’t any single brand or stall. It was a pattern. No matter how big or small the brand, even NGOs, almost everyone had a digital presence in place. Instagram handles were clearly visible.  Websites were ready to be shared.  QR codes were everywhere. Whenever someone asked for contact information, the response was simple: “Jus

This brand didn’t have a tooling problem on paper. They had Shopify. A CRM. Marketing automation. Support tools. Analytics. And yet, journeys felt broken.Teams were frustrated.Automation wasn’t delivering results. The instinct was predictable: add another tool. That wasn’t the answer. What We Looked At Instead of asking what tool is missing , we asked: “How are these tools supporting the customer journey?” That’s where things broke down. Systems were built around teams, not j

This brand wasn’t short on data. They had dashboards.Weekly reports.Funnels, cohorts, and metrics everywhere. And yet, every growth discussion ended the same way: “We’re not sure what to prioritise.” Conversion wasn’t terrible.Retention wasn’t great.But no one could confidently say why  — or what would actually move the needle. What We Looked At Instead of adding more dashboards, we looked at how data was being used . And the problem became clear quickly. Metrics weren’t mapp

This brand wasn’t struggling to get customers. First-time sales were strong. Marketing was working.Traffic was healthy. But customers weren’t coming back. Repeat purchase was weak, lifetime value was flat, and retention campaigns weren’t delivering meaningful lift. On paper, “retention” looked like the problem. In reality, the problem started much earlier. What We Looked At Instead of jumping straight into loyalty programs or discounts, we looked at what happened right after

When conversion stalls, most teams look at the website. That’s exactly what this brand did. They had healthy traffic.A solid product.Decent UX. Yet conversion had flatlined — despite multiple CRO experiments and design tweaks. The assumption was simple: the website needs fixing. It didn’t. What We Looked At Instead Instead of starting with screens, we stepped back and looked at the entire customer journey  — from discovery to post-purchase. What we saw was familiar: Marketing

Most CX audits look impressive. Lots of screenshots.Long lists of issues.Neatly organised decks. And then… nothing changes. The Problem With Most CX Audits They focus on what’s wrong , not what matters . So you get: UI inconsistencies Best-practice suggestions Generic UX feedback But no clarity on: Which issues hurt conversion Which breaks retention What to fix first Everything feels important. Nothing feels urgent. Why CX Audits Don’t Move Growth Because growth doesn’t stall

Most brands obsess over conversion. They track it daily.Optimise it weekly.Panic when it dips. But conversion alone doesn’t build a business.Retention does. The Mistake Most Brands Make They treat conversion as the goal.And retention as “something we’ll fix later.” So they: Spend more to acquire customers Push harder promotions Chase first-time purchases Meanwhile, customers quietly disappear after order #1. What Actually Happens After Checkout For many brands: Post-purchase

Most revenue leaks don’t happen where teams are looking. They don’t happen because prices are wrong or ads aren’t working.They happen quietly — in the gaps between journey moments. Here’s where brands usually lose money without realising it. 1. Discovery Sets the Wrong Expectation Marketing promises one thing.The website explains another. Customers don’t bounce because they’re confused — they bounce because something doesn’t feel right . Expectation mismatch is the first sile

When conversion drops, most teams rush to fix screens. They tweak layouts.Change CTAs. Run A/B tests. Sometimes it helps. Often, it doesn’t. Because conversion rarely breaks on a page. It breaks before  the page. Where Conversion Actually Breaks Customers don’t convert in isolation. They convert after a sequence of experiences. Conversion usually drops because: Expectations set in discovery don’t match the website Trust wasn’t built early enough Key questions weren’t answered