• leadership, UX
• CX, Kotak bank, leadership, UX
• August 31, 2026

I often write letters and dialogues for people—letters to my son, or a dialogue between design and an organization. As times change, digital gives us a far better structure, and the reading experience to make sense of the message. Floods, taxes, geo-political tension across borders among many countries, war, fifteen-minutes delivery, data privacy, car parking, and difficult relationships—people deal with …