You invested significant time and worked hard to get someone onto your platform. They saw your advertisement and visited your app or site, browsed a few titles. Maybe even started a free trial. Then they were gone. In today’s subscription economy, especially in OTT platforms, DTH services, and bundled entertainment ecosystems, customer retention is not […]
For a long time, being a Business Analyst (BA) mainly meant dealing with documentation, like business and functional requirement documents, process flows, and traceability matrices. While these documents were important, they often made the BA seem more like a note-taker than an important part in making decisions. But things are changing at a fast pace […]
Introduction In our world today that is dominated by digital-first experiences, the customer no longer has the need to engage in long, linear journeys. Instead, they now engage in micro journeys, short, goal-oriented experiences that occur across channels, devices, and moments of time. Traditional end-to-end journey mapping does not reflect these micro behaviours well and […]