Two years back, we accidentally stumbled upon Experience API (xAPI), an e-learning specification developed by Advanced Distributed Learning (https://www.adlnet.gov/xapi/). The standard allows learning content and learning systems to speak to each other and track all types of learning experiences in a consistent way.

We recently got the opportunity to work with GMR Group and launch “flyDEL”, the official airport application for New Delhi Airport. It was one of the most challenging rides we had in delivering apps on Android and iOS platforms within a month. In this process, we learned a lot, took scrum to the edge and really delivered a scalable and high quality app in a remarkably short period of time.  Our customer’s drive for excellence, guidance and incredible effort from our UX/UI/Engineering/QA teams made this happen.

LOVE is one of the core values for FocalCXM. The concept may sound warm and fuzzy but I personally feel that it is critical and will have a deep impact on my team, our customers,the products and services we deliver. The inspiration behind this is a spiritual education centre that I am part of; every sunday, as a teacher, I get to spend time with a few 7th/8th graders and discuss human values such as Truth, Love etc. Every time we discuss the concept and talk about the sub values of love such as forgiveness, kindness etc, I feel that these values are absolutely applicable to the corporate world but for whatever reason, often ignored or not talked about.

At Focal, we are blessed to be working not only with large organizations but also smaller ones that offer services in specific verticals; financial, education, construction etc. I am passionate about CRM/CX, enjoy working with smaller companies and helping them optimize their CRM processes. It is interesting that whenever I talk to senior management at small businesses about their CRM initiatives, I often get one of the below responses:

Often, there is a need for applications that integrate with CRM Platforms to know when objects get modified/created/deleted in the CRM systems. A simple use case is let's say there is a minor territory re-alignment and the accounts get redistributed. How would the reps in the field know about the new accounts that got added to the their respective territories? From a User Experience standpoint, this should happen without the rep having to take any explicit action on the device, which is pretty challenging.  Of course, we can do a full refresh periodically but that would be dumb and inefficient. 

In my first blog on Focal, I thought I'd take a moment and write down the inspiration behind founding FocalCXM.