More thoughts are required when cultivating the relationship between the brands and users, from a level of “friendship” to being part of a one big “family”. As such, how can businesses deliver better experiences in this environment? Our guest Michael Lai has a diverse background with over 10 years of consulting experience in the areas of branding, interaction design, service design, and experience design. We will learn more from this interview in terms of how he understands the importance of segmenting your customers, maintaining your perspective and moving at the right speed in today’s society.

TANG is an experience strategy and design consultancy focusing on helping clients build a holistic ideal experience for their customers, whose clients have included Fortune 500 companies, startups, nonprofit organizations from financial, consumer electronics, automotive, and education industries.