Wink September 2018

Word from ISSUE 04 / September 2018Magnus Care @Home Egypt Launch FWooordld Scarful_Benreoautghhitnorgesaimssoialnne

ISSUE 04/ SEPTEMBER 2018WINK Team Authors Egypt Team Pakistan Team Abdullah Yousry Bushra Sharif Senior Customer Service Call Center Agent Operations Manager Ibrahim Asif Omar Hanafi Quality Assurance OfficerSME Subject Matter Expert (GCC) Marwa Magdy Sara Javed Maria Farooq Call Center Agent Ushna Aftab Amr Yousry Email Support Executive Mohamed Hamouda Tiger Agent Magdy Ali Team Leader Doaa Ali Care Channel Experience Coordinator Creative Ahmed EmadMayar Elmenyawy Aya Gamal Questions and feedback:E-mail: [email protected] WINK Magazine

Content 04 Word from Magnus 08 38 20Care Updates 34 08 Care @HomeCare Spotlight 10 Meet Esraa HamdyCare Social 10 Jordan Team Celebrates Eid AdhaRewards & Recognition 12 UAE R&R WinnersCare’s got Talent & Passion 12 ‫أصل من الصحة‬ 18 Environment20 Breathing is an Enough Reason to Smile22 ‫من غير احكام سريعة‬ 24 ScarfulCustomer Service to The Moon! 26 Driving CSAT PerformanceLove for FOOD 34 World FoodCinema 36 The Prince of DarknessTech 40 Exciting New Startups

ISSUE 04/ SEPTEMBER 2018 FYaocueAorfeCTahree 4 WINK Magazine

ISSUE 04/ SEPTEMBER 2018eeem Magnus Chief Experience Officer Dear Care team, I want you to know how much I value every single one of you and your contributions to Careem. You have a difficult job. It is also an extremely important one for Careem’s future. Every time you speak to or respond to customers or cap- tains, you have an opportunity to be of service. You are the face of Careem, our Ambassadors to those who mat- ter most. The way you engage customer and captains re- flects what is on the inside of Careem. This is a great re- sponsibility. The customer or captain you are helping may choose to keep working/ riding with us, ride less or even possibly leave us. You have an incredible opportunity to turn a help request into a more loyal Careem customer or captain. I know within Careem sometimes you feel your work is not visible or valued enough. I also know in the past years we’ve asked you to make lots of changes. I want you to know from the bottom of my heart I am grateful for the work you do. In the early days of Careem I had to deal with many situations where customers and captains had been disappointed. It taught me how difficult it is to do cus- tomer service. It also made me realize how critical strong customer/captain service was to Careem’s success. I am counting on each one of you in every single interaction with our users to give it your best, your special touch to keep them coming back to Careem. Take care, MagnusWINK Magazine 5

ISSUE 04/ SEPTEMBER 2018NCaEreWS In-app Self Help In-app Alert But- launched ton for Captains launchedLatest news about Care Globally KSA Agent Experience PakistanBOOKING PAKISTAN CARE AND PROD-QUEUE WAS AGENTS UCT TEAM START-DISCONTINUED MOVED TO US- ED WORKING(KSA) ING GENESYS TOGETHER TO IMPROVE AGENT1. We are a tech How can Genesys EXPERIENCE company! help us? For example... Build an omnichan- • Less tools for us2. We know that nel model where the best expe- agents can view the to use rience for our full Customer histo- • A built- in calcu- Customers & ry for all channels Captains is us- in one place! lator for trip fare ing Apps. • More efficient in disputes • An “already givenSo... we want to the way we work credits” note onstart moving more • Better reporting the Customer’stowards non voice profile for a tripchannels (KPIs, OKRs) • More transpar- ency6 WINK Magazine

ISSUE 04/ SEPTEMBER 2018WINK Magazine 7

ISSUE 04/ SEPTEMBER 2018Care @Home Egypt L 8 WINK Magazine

ISSUE 04/ SEPTEMBER 2018Launch Vanesa Klaric WINK Magazine Transformation Manager EGY @Home CSAT Progress 9



ESRAAHAMDY What are you most curious about in life? I’m curious about learning, and specifically learning new languages, I was hoping to study French when I join the university, but unfortu- nately, I was late in the submission so I joined the faculty of Education (English section). Is it better to be extraordinary and late, or good and on time? Good and on time, because I hate wasting the time, and the extraordinary will not be an ad- vantage when I’m being late, because I already has a bad habit. How do you develop yourself outside of the work environment? By reading, and it’s a great way to expand your awareness and not restricted in a certain field, I read subjects that made me feel more excited and anything I’m interested in as Ahmed Khaled Tafwiq’s novels. If you could go back five years, what ad- vice would you give your younger self? believe in yourself, do what you love, and choose your favorite not others’ Are you smart, or do you work hard? I always aspire to be hard worker with smart actions. What are the failures that you most cherish? Giving wrong person a second chance. What is the most courageous thing you have done in your life? Persuades my family to work while studying, and prom- ised them to never fail in both, and I did it. What’s your fav food? Pizza hot dog, and Koshary What’s your fav pet? Dogs because they are intelligent and so loyal, and Pen- guins because of the way they walk

ISSUE 04/ SEPTEMBER 2018 12 WINK Magazine

ISSUE 04/ SEPTEMBER 2018Jordan TeamCelebratesEid AdhaWINK Magazine 13

ISSUE 04/ SEPTEMBER 2018CUSTOMER RYAN FERNANDESSERVICE Customer Service Executive TEAM 11 Surveys, 92% CSAT MOHAMMED SHAKEEB Customer Service Executive 10 Surveys, 90% CSAT VIKAS GOLATKAR Customer Service Executive 43 Surveys, 81% CSAT14 WINK Magazine

ISSUE 04/ SEPTEMBER 2018RU&ARE WINNERS AUGUST MOHAMMED AJMAL CAPTAIN Customer Service Executive SUPPORT TEAM 12 Surveys, 91.67% CSATHOZEFA PATRAWALACustomer Service Executive38 Surveys, 84.21% CSAT HAROON SANAULLAH Operations Coordinator 24 Surveys, 83.33% CSATWINK Magazine 15

‫‪ISSUE 04/ SEPTEMBER 2018‬‬ ‫أصل من الصحة‬ ‫ما أجمالنا ‪٢‬‬ ‫‪16‬‬ ‫كتابة مروة مجدي‬ ‫هذاوقدقررالزعيمالإيطاليأندرياموسوليني‬ ‫معاقبة الطفلة روسانا كارميلليني و‬ ‫واليدها بالنفي من الأراضي الإيطالية‬ ‫لممارستهم السحر الأسود وسط العامة ‪..‬‬ ‫في العدد الأخير الي هتكلم فيه عن الأنسان‬ ‫المعجزة و القصص الحقيقية الي بتثبت‬ ‫ف كل كلمة الإنسان عمل جميل بذاته‪،‬‬ ‫هندخل حياة الطفلة روسانا كارميلليني‪،‬‬ ‫روسانا الطفلة الإيطالية الي عاشت سنة‬ ‫‪ 1938‬م ُحكم عليها بالنفي لممارستها السحر‬ ‫الأسود‪ ،‬و دا بعد ما لاحظ الناس قدرتها‬ ‫الإستثنائية على معرفة الأسرار و الخبايا و‬ ‫أسئلة الإمتحانات ف المدرسة و الشيكات‬ ‫المزورة و قيمتها الي ف ايد كل شخص‬ ‫واقف قصادها ف طابور البنك و غيرها و‬ ‫غيرها!! العجيب ان روسانا متمش نفيها لأي‬ ‫من الأسباب المذكوره‪ ،‬لكن بعد ما اتعرف‬ ‫عنها كمان قدرتها على شفاء المرضى‬ ‫بصنع هرم ورقي و وضعه على رؤوسهم‪،‬‬ ‫طلب منها احد السياسيين معالجته‪ ،‬و لسؤ‬ ‫الحظ كان السياسي المريض عدو شخصي‬ ‫لموسوليني الي بدوره قرر نفي روسانا‬ ‫لمصر بعد معرفته بشفاء عدوه على أيدها‬ ‫و بمساعدة الصحف نشر ف الرأي العام‬ ‫إشاعة ممارسة روسانا للسحر الأسود‪ ،‬رغم‬ ‫كدا مش دا هو الجزء الأكثر إثارة للفضول‬ ‫و الإندهاش ف حياة روسانا‪ ،‬إلا ان موتها‬ ‫كان هو المفجأة الحقيقية أو بمعنى أصح‬ ‫اختفائها الغامض‪ ،‬في ليلة صحي والدها‬ ‫و والدتها فجأة على حلم بيشوفوا فيه‬ ‫بنتهم و هي بتقع من فوق الأهرامات…‬ ‫هبة الحياة او الهلاك قدرة إستثأر بيها‬ ‫الخالق سبحانه لنفسه و مشاركش أسرارها‬ ‫أو أسبابها حد من عباده‪ ،‬لكن لو هتتخيل‬ ‫للحظة ان ف أيدك تملك قدرة خارقة زي‬ ‫روسانا تم ّيزك عن كل البشر و تحققلك‬ ‫الشهرة و التف ّرد… هل هتقبل؟ ولو قبلت‬ ‫تتمنى تكون أيه موهبتك الخاصة…‪.‬؟‬ ‫‪WINK Magazine‬‬

‫ازاي ممكن كلمة واحدة تسمعها او‬ ‫‪ISSUE 04/ SEPTEMBER 2018‬‬ ‫تشوفها تغير حالتك من أقصى الفرح‬ ‫إلى الحزن او العكس‪ ،‬ازاي موقف‬ ‫المـــفــتــاح‬ ‫حصلك ممكن يكون سبب في ده‪،‬‬ ‫ازاي ايا ما كان السبب اتشقلب حالك‬ ‫كتابة عبدالله يسري‬ ‫بالشكل ده وبالسرعة دي‪ ،‬إيه اللي‬ ‫ممكن يكون حصل في الثانية دي؟‬ ‫‪17‬‬‫فينا ملهوش واحد صاحبه يومه بيتقفل‬ ‫لما النادي اللي بيشجعه يخسر‪ ،‬او لما‬ ‫تضيع منه فرصة شغل كويسة‪ ،‬مين‬ ‫بيفرح وتحس فيه سعادة الدنيا لمجرد‬ ‫انه اكل ساندويتش بيج تاستي من‬ ‫ماكدونالدز!!‬ ‫علقت سعادتك بشهادة تحصل عليها‪،‬‬ ‫بخروجة‪ ،‬بأكلة نفسك فيها‪ ،‬بشخص‬‫بتحبه‪ ،‬بنادي بتشجعه‪ ،‬بمقابلة شخصية‬ ‫في شركة كبيرة‪ ،‬بحدث مستنيه‪،‬‬ ‫بسفرية‪ ،‬بحاجات كتير اوي‪..‬‬ ‫انت السبب‪ ،‬انت اللي علقت نفسك‬ ‫وربطت حالتك سواء حزنك وفرحك‬ ‫بموقف‪ ،‬بشخص او كيان انت بكامل‬ ‫ارادتك اديتله مفتاحك و استسلمت و‬ ‫خليته هوا المتحكم في حياتك‪..‬‬‫انت مش مجنون انت عملت كده علشان‬ ‫وثقت في ان الحاجة دي ممكن تكون‬‫سبب لفرحك اكتر منها لحزنك و زعلك و‬ ‫وجع قلبك علشان انت بتتمناه اكتر من‬ ‫آي حاجة في الدنيا‪..‬‬‫أعرف انك مالك لقلبك‪ ،‬فكر كويس قبل‬‫ما تستسلم و تهدي المفتاح‪ ،‬لو غلطت‬‫انت لوحدك اللي هتتحمل نتيجة اختيارك‬ ‫الخاطئ‪ ،‬كلنا بنغلط بس غبي اللي‬ ‫يغلط نفس الغلط مرتين‪.‬‬ ‫‪WINK Magazine‬‬

Environment Ibrahim AsifThe natural environment includes are thought of as natural which versions of books to save our homes,everything which is living or are helpful for the environment. environment and planet earth.non-living thing on this planet of As beaver dams lessen the waterwonders “earth”. It is a surrounding flow and are actually helpful in We need to understand what isof organisms and population. controlling the flood. As humans environment in the most basicPopulation refers to “us” and for that we should be planting more plants of ways. It’s the place where wewe need to keep our environment wherever we can find unoccupied live, our surroundings where wehealthy so that we could stay land. Could plant while celebrations operate. Understand it from thehealthy. and festivals. give and take concept. What is that the environment is giving to us andEnvironmentalism is a broad social Waste management is so crucial in what are we taking from it and viceand philosophical movement that, in this era. Due to non-management it versa. A question needs to be askeda large part, seeks to minimize and is creating new diseases in humans at this point. What is the humancompensate the negative effect of & animals both. It includes ocean giving to the environment and whathuman activity on the biophysical waste as well i.e. dumping waste in does it want from the environment?environment. The issues of concern the ocean. Some of the things take Don’t we believe that “We get asfor environmentalists usually relate thousands of years to decompose good as we give”? The environmentto the natural environment with e.g. A bottle of vine takes 4000 is such that it will provide us withthe more important ones being years, Plastic cutlery takes 1000 whatever we give to it.climate change, species extinction, years and some plastic never gets Tune into your basic humanpollution, and old growth forest decomposed which is contaminating nature and think of what kind ofloss. These are the muddles which the overall ocean and creating environment do you need in orderare rising in number day by day and unlivable environment for sea to have a healthy life. I think theit is going to be worse for upcoming creatures. So, waste could be used basic human instinct screamed; Ageneration. for different purposes which could clean one! So here we are; how can be helpful for the environment i.e. we make the place we live in moreWe humans have modified this creating energy etc. So, as humans clean?environment into a simplified human we are the custodians of the better It starts from our home, whetherenvironment. In such areas where environment and creating things it’s a mansion or a small hut. Humanman has fundamentally transformed which are helpful for us humans, body requires a clean and healthylandscapes such as urban settings animals and environment. environment to function optimally.and agricultural land conversion by Stop cleaning your house, startcutting down trees and wiping out Gas consumption is warming up this dumping your dirty clothes andthe eco system. These are the acts planet. Icebergs are melting day by dishes, close the windows and neverwhich are at extreme. Though many day with size of pencil’s width which take out the trash that does have lotanimals build things to provide a is increasing the volume of the sea, of chemical waste as well. Whatbetter environment for themselves results to tsunami and destroying are going to be the consequencesand for human as well. They are not human communities. We all humans of this apart from lot of chemicalhuman, hence beaver dams, and the should come together on one page waste as well.works of Mound-building termites, rather than having our different

What are going to be the and whenever human body is in carbon footprint, which is cool byconsequences of this apart from overdrive, its overall function starts the way) and by beautifying it in astale air to breathe of course? Let’s declining. The human health suffers, productive way. A classic examplelook into that first. there are diseases, respiratory of each can be restricting the useEveryone is probably aware we are illnesses are at an all-time high in of environmentally hazardousalive because we breathe through a this era and then there is the issue materials to a minimum and addingpair of lungs that function on oxygen. of decrease in the life span. That plants to your surroundings thatSo to sum it up, all living beings is how damaging it can be not to not only beautify the environmentrequire oxygen to be called living take care of the environment! That’s aesthetically but also purify it.beings! In order to avoid being very one issue elaborated, that of notscientific, this article won’t be going CLEANING your house.in depth of the quality of oxygen I think it is now apparent that housebut just make a note it’s quite an is an analogy used for our biggerimportant factor. So if human lungs house that is the Earth. How will weare having to take in air that is just make our living space better otherfull of vapors of harmful chemicals than cleaning up after LIVING in it?as well as number of viruses and There are a few things that can bebacteria circulating in the air, that’s done, for instance, minimizing oura lot of hard work for two little impact on the space we occupyorgans. They will be overworked (Someone gave it a fancy name of

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ISSUE 04/ SEPTEMBER 2018Breathing is an enoughreason to smile =)Hello Readers,I would love to share with you one of my biggest experiences in life, it was Near-Deathexperience. First, I would like to start by introducing myself, My name is Amr Yousry, I’mfrom Cairo-Egypt, and I was one of the special armed soldiers who were fighting terror-ism back in the days.On the 21st of July-2016, we went for a raid, and it was a day, just like any other day, wherewe go out and not really quite sure who’s going back alive and who wouldn’t make it.Unexpectedly, I was one of those who got shot, right in my face, Yes, you heard it right,right in my face, by a very professional sniper, who aimed for a headshot, and pulled thetrigger. The bullet joined from my Chin, broke my Mandible, went all the way through myneck beside my throat and came out between the 2nd and 3rd bar of my spine, (Doctorssaid, it’s a miracle that I’m still alive and not at least PARALYZED!!.I remember, my feelings when I got shot, I didn’t realize I was shot, It was a total blackout,silence, and I knew I was dying, I kept thinking about, Why me? why now? am still young.and I never thought about friends, family, future life or anything else. After hitting theground on my back, my eyes were wide open, I was unable to breathe, talk, move, blink,or even look around with my pupils, but I was conscious.At that moment, I remember how much I wanted to breathe, and all I asked God for,wasn’t another chance of life, I only wanted to go back in time for 10 minutes, and just,Breathe....Yes, that’s all I ever wanted, go back in time, and breathe normally, count my seconds,appreciate that timely.Not to make my story any longer, what I wanted to highlight is, you have to appreciateyour life that you have right now, always count your blessings and thank God for thethings you have, If you can see clearly, Thank God, some other people are wearing glassesand If you are one of them, Thank God some other people are wearing really bad glassesthat without it, they can’t even see, God forbids if you are that person, still Thank God, Iknow people who lost their sight, and would pay anything to have the chance to see justfor once in their life.That’s all I have to share with you for now, and thanks a lot for the time spent reading mystory. =)Be happy, Smile, your life is a wonderful journey and God has a plan for you. By Amr YousryWINK Magazine 21

‫‪ISSUE 04/ SEPTEMBER 2018‬‬ ‫ثانيا اختيار اللاعبيين‪:‬‬‫نتفق او نختلف مع الاسماء اللي تم اختيارها و لكن المؤشر الاساسي ان باب المنتخب مفتوح لكل الناس بدون‬ ‫احكام مسبقة علي اي لاعب ده بالاضافة للنزول بمعدل الاعمار و اختيار لاعبين شباب زي محمد حمدي لاعب‬ ‫بيراميدز و طاهر طاهر لاعب المقاوليين و طلاح محسن و غيرهم من اسامي صغيرة السن و كمان لايبة كبار‬ ‫بس ماخدتش فرص مميزة مع المنتخب قبل كده زي ايمن اشرف و علي غزال‪.‬‬‫في المجمل التجربة كانت فيها حاجات ايجابية كتير من وجهة نظري رغم ان الحكم علي التجربة هيبدا من مباراة‬ ‫تونس لكن لازم مننساش بصمة هاني رمزي المدرب العام المميز و اللي لازم يتقال عليه انه الراجل المناسب‬ ‫في المكان المناسب واللي اختياره اتاخر كتير جدا‪.‬‬ ‫نتمني ان تجربة اجيري و رمزي تنجح و يكمله علي اللي‬ ‫قبلهم اللي منقدرش ننكر مجهودهم في وصول المنخب‬ ‫لكاس العالم و نهائي امم افريقيا في انجاز اساسه هو‬ ‫تكوين منتخب لمصر من الاساس لانهم جم في فترة كان‬ ‫مفيش منتخب اصلا‪# .‬مجرد_راي‪.‬‬ ‫‪Magdy Ali‬‬ ‫‪22 WINK Magazine‬‬

‫‪ISSUE 04/ SEPTEMBER 2018‬‬ ‫من غير احكام سريعة‬ ‫من غير احكام سريعة على اجيري المدير الفني الجديد لمنتخب مصر‪ ..‬الراجل لعب مباراة واحدة بس اينعم‬ ‫كسب ‪ 6‬صفر لكن ما كوبر اول مباراة ليه مع المنتخب كانت قصاد تشاد وكسب ‪ 5‬صفر فبلاش احكام سريعة‪.‬‬ ‫بس نقدر نتكلم عن الكورة اللي لعبها منتخبنا و سير الماتش اللي منه نقدر نستنتج شوية حاجات تقولنا‬ ‫مستقبل المنتخب هيكون شكله ازاي‪.‬‬ ‫اولا تغيير طريقة اللعب‪:‬‬ ‫فكرة اننا اخيرا بدانا نلعب ‪ 3-4-3‬دي في حد زاتها بداية مبشرة لان طريقة اللعب دي فيها مميزات كتيرة‬ ‫جدا زي مثلا التوازن في عدد اللاعبيين بين الدفاع و الهجوم لان في ‪ 3‬مدافعيين ثابتيين بالاضافة لواحد من‬ ‫محوريين الارتكاز بتوع نص الملعب يعني في مباراة النيجر كنا بندافع بشكل ثابت طول المباراة ب ( علي غزال‬‫– حجازي – باهر المحمدي – طارق حامد ) ‪ .‬و في نفس الوقت بتهاجم باربع لاعبيين ثابتيين ( صلاح – تريزيجية –‬‫مروان محسن – النني ) ‪ .‬و في ‪ 2‬لاعيبة تقدر تحركهم حسب حالة المنافس و هما الطرفين ( احمد المحمدي‬ ‫– ايمن اشرف ) و دول حسب تعليمات المدير الفني ممكن يدافعوا او يهاجموا او واحد منهم يدافع و التاني‬ ‫يهاجم و هكذا حسب المنافس بتاعك‪.‬‬‫‪WINK Magazine‬‬ ‫‪23‬‬

ISSUE 04/ SEPTEMBER 2018 “My cousin and I rode our bikes around the block. I got off my bike, yelling at my cousin to stop so we could all go inside for lunch. He stood in front me and I was too tired. When he started paddling again, I held the back of his bike to stop him. My hands got stuck in the rear wheel’s mud blocker. My hands were there for 5 minutes but it seemed like 5 years. I started crying, only for the idea that my hands are stuck. It was not for the pain. “WHY ARE YOU TOO SPOILED!” My uncle yelled while pulling my hand out. When I saw my blood covering the wheel, the floor, my clothes and my cousins hands, I was shocked.. My uncle is a medical assistant and he has an emergency bag so, he took me to the bathroom, washed my hands, sterilized the wound and started stitching it without using anesthesia. 2 stitches were done suc- cessfully and the third did not go well for the tissues were too soft and friable. I knew that when you feel too much pain, you don’t cry. I was 12 year old by then.” “Thank you for mak- ing me tell the story!! This happens to be the first time I ever do. I usually just tell people I fell off my bike 18 years ago” Omar Hanafi WINK Magazine24

ISSUE 04/ SEPTEMBER 2018 Scarful_ * Interviewing people with interesting stories behind their scarsWINK Magazine 25

DrivingCSATPerformance Performance is an element of completing a task with applicationof knowledge, skills and abilities. Ushna Aftab

Performance is the most back sessions etc. HR department agents can have the knowledgeimportant part in any institute. is playing the important role on daily basis where they areFor the best success in the in guiding the internal policies standing currently. Mainly theirlife whether it’s personal or along with the refreshers CSATS are being mentioned withprofessional performance is very regarding their performance their survey counts.essential. sessions. Managers are playing Daily special Board:-In any institute there are an important role to be on top Daily special board is mainlydepartments defined for the best of the Drive Performance team being used for the daily updatedperformance of an individual and guide them with best ideas. regarding the campaign. Wewhich work as a team. Resolution Unit is the once who mention daily important updates Operations call back the dissatisfied callers on that board for easy approach Quality advisors and provide them best resolution to agents, which is visible to Trainers to satisfy them everyone. Human resources LOM:- Performance Board:- Managers Lean Operating Model:- Performance board is all about Resolution Department In LOM (Lean Operating Model) overall project scores whereWe have interlinked every branding of the Careem is usually CSEs can see where campaigndepartment with each other done on the floor. Different kind is standing, because campaignto drive the performance and of modes and mediums are being score are related to agentin return to get best results. used like the Art work and the performanceOperations are taking care of branding material so that with the RCPS (Root Cause Problemthe huddles, floor walk, real inspiration of the Art work and solving)time queries resolutions, Quality materials agents can have their This is the main channel whereAssurance team is taking care performance better regarding CSE mention the problems theyof the agent’s evaluations and the CSAT. The actual meaning are facing regarding processesto provide them feedback on it. of the Lean Operating Model is and it’s being heard by higherTraining & development team to connect the floor stats with management of ibex & Clienttrains the agents on their initial performance stats so this way we directly they look into their issuesstage so they can get ready for can achieve the required target deeply, this is a platform to buildhelping the customers/captains Huddle Board:- agent trust with Company andand also helping the bottom Huddle Board is basically an management.performer’s agents in providing awareness board by which thethe refreshers, conducting smile

KANO MODEL Simple link to Careem value and operation techniques The Kano Model is an example of a product development theory designed to discover how well a product is going to achieve great- er levels of customer satisfaction. the model looks at 3 different types of product attri- butes, and works on deciding how those at- tributes affect customer satisfaction.Kano Model AttributesAttributes under Microscope

ISSUE 04/ SEPTEMBER 2018Careem Values in Kano,s ModelOperation’s techniquesDoaa Ali 29 WINK Magazine

ISSUE 04/ SEPTEMBER 20185 FRESH EXAMPLESOF CUSTOMER EXPERIENCE INNOVATIONSerena Williams is a fiercely competitive tennis champion. Her record is 39 Grand Slam titles. She shows anability to serve aces at critical moments — a tennis serve the opponent doesn’t touch. She’s known for heraggressive play, a “high risk” style balanced in part by her serve, the greatest in women’s tennis history. Sheconsistently places powerful shots with accuracy. She isn’t thrown off by variation of circumstances. Shewon the Australian open while eight-weeks pregnant. If you’ve ever been pregnant then you know going fora long walk pregnant is hard. But Serena was not going to back down, even in her most vulnerable moment.The best athletes in the world take thoughtful andbold risks in critical moments. Serena is a powerful re-minder of how to be a leader in uncertain times. LikeSerena’s playing style, companies today must consis-tently make bold bets on customer experience even inuncertain times.One area we need to do a better job of risk-taking is Growth Horizons Source: McKinseyTHE ALCHEMY OF GROWTH: PRACTICALcustomer experience. Recent research shows that last INSIGHTS FOR BUILDING THE ENDURING ENTERPRISEyear 75% of companies said their top objective for theyear was improving customer experience. But how docompanies know how to do that? There is a major rolefor innovation when it comes to improved customerexperiences.Author Michael Docherty writes in his book Collective Disruption: HowCorporations & Startups Can Co-Create Transformative New Businesses aboutGrowth Horizons, a McKinsey framework that breaks down the percentageswhen it comes to managing the core business versus innovation.The Growth Horizon advises leaders spend 70% of sively innovate their customer experience. The com-their time on defending the businesses’ core. These panies that do this will ultimately win more marketare the standard products and services that the share. There is a huge gaping opportunity when itcompany became successful selling. Next 20% of comes to customer experience because most com-time and resources should be spent on expanding panies are simply terrible at it. But these investmentsthose current products and services. Lastly, 10% of would require companies to make bold moves in un-time and resources must be spent on transformative certain times. Today it is too easy to be replicated, togrowth. Transformative growth is the innovation that be ripped off — for brands not to continue to evolveshifts or pivots a company’s entire strategy. Most and move the needle with transformative growth.companies don’t spend enough time on transforma- It’s helpful for you to think about ways you can in-tive growth because they aren’t good at transforma- novate the customer experience, looking at compa-tive and it’s scary for them. An example is Amazon nies that have actually done it. Here are five waysthat moves into a new industry overnight. We’ve you can innovate your customer experience learningseen many examples of this by Amazon including the from companies Lemonade, McDonalds, Amazon,recent acquisition of Whole Foods Market. Walmart, and one cautionary tale.We are at a point where companies need to aggres-30 WINK Magazine

ISSUE 04/ SEPTEMBER 2018The Growth Horizon advises leaders growth. Youspend 70% of their time on defending It’s help- can-the businesses’ core. These are the ful for you to not al-standard products and services that think about ways ways filethe company became successful sell- you can innovate the a claim onlineing. Next 20% of time and resources customer experience, and rarely on yourshould be spent on expanding those looking at companies that phone. But one start-upcurrent products and services. Last- have actually done it. Here are set out to change all that.ly, 10% of time and resources must five ways you can innovate your Daniel Schreiber, cofounder ofbe spent on transformative growth. customer experience learning from new insurance company Lemon-Transformative growth is the innova- companies Lemonade, McDonalds, ade said in an interview, “Insurance istion that shifts or pivots a company’s Amazon, Walmart, and one caution- widely considered a ‘necessary evil.”entire strategy. Most companies don’t ary tale. Lemonade has changed the businessspend enough time on transformative model. Lemonade takes a fixed feegrowth because they aren’t good at Marry Efficiency With Giving Back out of the customer’s monthly pay-transformative and it’s scary for them. One example of an industry ripe for ments, pays reinsurance (and someAn example is Amazon that moves disruption is the insurance industry. unavoidable expenses) and uses theinto a new industry overnight. We’ve Most customers are confused and rest for paying out claims. Their cus-seen many examples of this by Ama- frustrated with insurance companies. tomer journeys are mobile-friendly. Itzon including the recent acquisition of A customer must pay a steep monthly doesn’t take long to get a response re-Whole Foods Market. fee to an insurance provider, and when garding a claim. Lemonade, using ar-We are at a point where companies that customer needs coverage, the in- tificial intelligence has made the un-need to aggressively innovate their surance company often treats the cus- derwriting and claims process easier.customer experience. The compa- tomer poorly. Most customers buy in-nies that do this will ultimately win surance with the knowledge that theymore market share. There is a huge will get little value out of relationship.gaping opportunity when it comes to Insurance customer journeys are pos-customer experience because most sibly the worst out of any industry. Thecompanies are simply terrible at it. customer journey needs an update.But these investments would require Claims are processed in the way thatcompanies to make bold moves in un- they always have been. Many employ-certain times. Today it is too easy to ees still touch the claim. Often insur-be replicated, to be ripped off — for ance companies require customers tobrands not to continue to evolve and send in claim information via the mail.move the needle with transformativeWINK Magazine 31

ISSUE 04/ SEPTEMBER 2018According to Lemonade, 87% of their nice aspects of having people, such my account. I don’t use Groupon andcustomers are first time insurance as the human touch, the education I went to delete my account today.buyers. Lemonade appeals to an un- about the products or services, and Guess what? It’s impossible to deletederserved market. Millennials love the showmanship of the experience. your account yourself. I spent time allhow with Lemonade, any unclaimed While giving customers tools to do over the website, in the help section,insurance money will be donated to things themselves doesn’t always and then on Google. No delete ac-a charity of the customer’s choice. mean payment kiosks, McDonalds count that’s easy to find! When com-They’ve successfully married efficien- knows its customer base. Its custom- panies make it so hard to delete yourcy with conscious capitalism in an ers want fast service. If you give them account, it makes me think they wantindustry that many customers don’t efficient tools so they can do things high numbers to tell their board “looktrust. themselves, it might be a win win for how many users we have!” However if you and your customers. the users are people like me who noGive Customers Tools To Do Things longer get value out of the service, isThemselves Speed Up And Simplify Retail Interac- that a valuable company? How longMcDonalds was the original restau- tions will they drag people along with theirrant chain to focus on operational ef- The most time-consuming part of numbers of inactive users. Why don’tficiency and profits. Everything about shopping in a retail store is having to they make it easier for customers toits DNA was focused on these items. wade through stuff that’s not relevant delete their account? Groupon is anWhile they sold the idea of “commu- for you — the customer. For example example of a company that uses trick-nity” and “family values,” when you I love the savings I get from high end ery in their customer journey to inflatelearn about the origin story, it was discount stores but to get those sav- their numbers. But what company hasabout one man’s drive to make tons of ings in the store I have to dig through thrived by tricking their customers? Ifmoney (Ray Kroc). McDonalds recent- tons of stuff that I don’t like or want. a user wants to delete their account,ly rolled out cashier kiosks so custom- By the end of the shopping trip I am make it easy for them to do so. Youers don’t interact with a person when tired. The savings I get comes at a are only lying to your board memberspaying for their food. While some cost. What happens when a company if you have millions of inactive usershave economic fears that robots will will be able to cut out the work for because you made it impossible forreplace people, many customers and the customer and provide competi- them to leave. Provide real value tocorporate leaders prefer efficiency tive pricing? Walmart is testing giant people and they will stay. But don’tand speed of automation. Will we kiosks in their stores, called “pickup trick them into remaining stuck withsee more companies opting for auto- towers.” To use the tower, custom- you. You can unsubscribe, but I wantmation? Or companies taking a hard ers scan a barcode on their purchase my account totally deleted from thestance against automation to build a receipt. Within 45 seconds, a door on site. Make it easy for the user!people first experience? I think arti- the machine opens, and the items ap-ficial intelligence lends itself nicely pear on a conveyer belt. This saves Trust Customers To Test Your Prod-to fast food - because these custom- the customer time, but allows them ucts Before Buying Themers are there because they want fast to pick up their items - this way they Amazon is launching a Try Before Youexperiences. You would not find this don’t have to worry about packages Buy Service. This is huge for retail.experience at a sit-down restaurant being stolen throughout the day. How will the other subscription basedwith local produce. There are some retailers compete with that? Basically Embrace Transparen- every online retailer should be wor- cy — Don’t Coerce Or ried. That’s the main pain with com- Confuse Customers panies like Nordstrom Rack, where Recently I got an when you buy an item and return it, it email from Groupon costs you, the customer, more than 5 that there was some bucks. strange behavior with32 WINK Magazine

MAKE ISSUE 04/ SEPTEMBER 2018 CUSTOMERS LIVES EASIER 33For someone like me who buys stuff all the time onlineand needs to exchange a different size, that’s a prob-lem — and a lot of money. Amazon again is makingcustomer’s lives simply easier and better — and theywill continue to gain market share in doing that.What are the ways you can make customers liveseasier and better? If you start from there you will findyourself with tons of great ideas, and your businesswill go from disrupted to disruptor. BLAKE MORGAN Customer Experience Futurist, Author, Keynote SpeakerBlake Morgan is a keynote speaker, customer ex-perience futurist and author of More Is More.I am a leader in customer experience, a keynote speak-er and customer experience futurist currently workingon my second book with HarperCollins on customerexperience technology. My first book is “More is More:How The Best Companies Work Harder And Go Far-ther To Create Knock Your Socks Off Customer Expe-riences.” I’m adjunct faculty at the Rutgers executiveeducation MBA program. I am the host of The ModernCustomer Podcast and a weekly customer experiencevideo series on YouTube. I live in the Bay Area with myhusband, daughter and our two dogs. WINK Magazine

ISSUE 04/ SEPTEMBER 2018Definition of FoodAny nutritious sub-stance that people oranimals eat or drink orthose plants absorb inorder to maintain lifeand growth, but forthe healthy life food isnot enough as food itshould be tasteful. 34 WINK Magazine

ISSUE 04/ SEPTEMBER 2018FOODFood history is an interdisciplinary field that examines Here we differentiate food by the culture as well such as: the history of food and nutrition, and the cultural, • American. Get inspired by stateside favorites, from economic, environmental, and sociological impacts burgers and hotdogs to pancakes and pies. of food. First food was being eaten raw people • British. Classic British dishes such as toad in theused to hunt and then eat they use to have it on raw basis hole and fish pie.and then the world changed for seeking the knowledge. • CaribbeanWith the knowledge and learning world came to know • Chinesethat food is really something that should be eaten while • Frenchit’s cooked. It has more flavors and taste while it’s cooked. • Greek • IndianFood Types:- • Italian • ContinentalSome people have different kind of food. Some people likeso many types of food. Pakistani Food:-So here we categorize the food according to its type. After having all the different kind of foods let’s talk about the Continental foods. Whenever we just talk about the • Meat. food our mouth becomes so much watery. Taste takes us • Turkey. beyond the imaginations. Here are some different kinds of • Chicken and Other Poultry. dishes. • Seafood. • Eggs and Egg Products. • A simple biryani. Biryani can be made with either • Milk, Cheese, and Dairy Products. chicken or lamb and is traditionally served with a • Fresh Fruits, Vegetables, and Juices. special yoghurt called raita. ... • Nuts, Grains, and Beans. • Creamy moong daalThese are the food which are usually get combined and • A milky cup of kashmiri chaieaten with the addition of the different flavors. • A warming bowl of nihari • A refreshing glass of falooda • Delicious keema • A healthy bowl of haleem • Yummy naan. So whenever we take these names we get mouth watered. They are so tasty and yummy that none can hold his hand back and getting their stomach filled. It’s true that when food is tasty, delicious and mouthwater- ing must be hands onto it but at the same time it should be a healthy diet so that the body system not gets disturbed. It’s important to have a healthy food for a healthy life.Maria Farooq 35 WINK Magazine

ISSUE 04/ SEPTEMBER 2018THEPRINCE OFDARKNESSBy Mohamed HamoudaSatan. Lucifer. The Evil One. Mephistopheles. The keep in mind this up for debate at any moment, you canPrince of Darkness. Shaitan. Whatever you call him, watch and decide for yourself if You like them or not.Satan played a big part of our media since the dawn of Of course, if you don’t agree with me, you are wrong. :-)arts. As the eternal enemy of the human race, The Dev- (Al Pacino) plays The Devil as John Milton, a suit wear-il has been the main character in many poems, plays, ing, segar smoking, champaign drinking, women se-novels, stories, movies and TV shows. Impersonating ducing, slick talking 20th century devil. Milton is a verySatan or one of his followers dates back to The Ro- successful head of a New York law- firm, but he is stillman Empire, where an actor used to wear a red mask using his tricks to seduce Kevin Lomax (Keanu Reeves)and false long teeth and horns and act all devil-ish. using wealth and fame while destroying the sanity of hisMany actors played The Devil over the years, and I’m wife Mary Ann Lomax (Charlize Theron). (The Devil’snot talking about playing a demon (I.e: The exorcist Advocate 1997) has a great plot and a few twists which1973), but people who played the big guy himself. I won’t give away as to not ruin it for you.Many of these actors, and actresses, are some of the For some reason, (Keanu Reeves) seems to attract Themost acclaimed people in Hollywood. In the next few Devil’s attention. In (Constantine 2005), The Devil,moments we will review my favorite choices for the played by (Peter Stormare) has a goal, the immortalbest portrayals from my humble point of view. Please Have you seen (Supernatural)? Well, you should. Maybe not the whole show, thirteen seasons so far, but just the first five or six seasons will be fine. But that will give you a chance to see one of the best Devils to ever appear on screen. Although (Mark Pellegrino) is not one of what you can call elite actors, he does bring the character to a new level, in fact, he made a great show even greater. The calm approach of Pellegrino plus that dead non caring look in his eyes gave him an overall creepy look. People always talk about how evil The devil can be, how sneaky and tricky. But they never said The Devil can36 WINK Magazine

soul of exorcist John Constantine (Ke- like The devil already. With longanu Reeves). After trying to commit hair, long fingernails, thick beardsuicide and being resurrected, Con- and eyes that turn yellow at certainstantine is damned to go to hell when times, he certainly owned the vi-he dies. But John believes that he can sual side. Although he had a limitedsave his soul by helping humanity face screen time, De Niro dominates theevil, I.e. demons. The movie was not movie as Louis Cyphr, who is hunt-met by much love from critics, but it ing a soul someone owes him, buthas a fun approach on the supernatu- there is a twist. Cypher can not col-ral aspects of life. lect the soul unless the human who(Robert De Niro) delivers one of the made the deal remembers it. Con-most terrifying portrayals of Lucifer, sidering all of the above, and add-not only because of the innate evil- ing the great team he worked with,ness shown in every look, gesture, including Mickey Rourke, (Angelmove and word said during the movie, Heart 1987) is definitely worth yourbut also because De Niro kinda looks time.be so HOT. No, not hot as in on fire, here, the word hot has a whole differentmeaning. In (Bedazzled 2000) Elizabeth Hurley plays the tricky devil, whilelooking fine as hell. This might be the only movie which makes you cheerfor Satan. Hurley is trying to trick Elliot (Brendan Fraser) into selling his soulfor granting him one wish, getting him together with the love of his life. Ofcourse The Devil is in the details as they say, Hurley cannot just simply makethe girl love him, but she can give him the means which help him in his en-deavour. They try romance, money, power, fame and others, but none work.A funny movie to watch, just don’t watch it with the family

ISSUE 04/ SEPTEMBER 2018TECH The use of science into practical design form to resolve problems is called technology. As we all know that technology plays a vital role now in our lives. Every day use of things is linked with it. It is now basis of everyday use. It has become an ease for the generation to solve their issues, regardless time and bound- ary. There has been so many chang- es over the decade and will cover our foreseeable future. The so- ciety has also been modified with the improvement in technology. Sara Javed 38 WINK Magazine

ISSUE 04/ SEPTEMBER 2018 TECHNOLOGIESSome technologies which we use on daily basis in our lives includes: • Internet Access- It has been the main core base of technology as we useit to search and access for everything in our daily basis requirements. Internet hasbeen a basic use for every lifestyle activity. • Traveling- It is used by mostly humans to travel daily on to different places.Technology has eased it with creating buses, cars, motorbikes, airplanes and manydifferent vehicles to make it easier for them to travel. As it saves their time on alarge basis. More developments are in progress to make it better. • Gadgets- Different gadgets like Smartphones, Tablets, Laptop, PCs etc.are used for communication, searching and many more things. It has made lifemuch easier as you can check and communicate through these gadgets timely. • Online Payments- The billing system has also been updated as it is hasbeen modified and now we can pay our bills online. Technology has simplified andsecured it and we can pay without facing any difficulty in seconds sitting at ourhomes. • Biometric Identifications- Biometric includes finger print verification, faceidentification, iris detection etc. They are used in work places for attendance toshorten the time and to remove manual attendance. Now we can easily detect andcheck our attendance. • Communications- It is modified and now it is done through E-mail or videocalling. Now we can easily communicate (call/message) to our relatives or friendsoverseas through our smartphones or through e-mail or internet calling (audio/video). • Video Conferencing- Technology has also helped in business. Previouslyfor meeting with overseas companies we had to travel abroad now video confer-encing is launched to interact our employees overseas and resolve and discuss ourissue timely. • Education- Technology had done a vast impact on education system as it ismuch easier to study online sitting at home. Students can also search on the searchengine and collect information about anything they want.These are only some of the technologies described above as technology is spreada lot over the time. But as it has benefits in our lives it also has some disadvantageswhich spoil the use. Wrong use of internet affects the generation minds when usedin negative impact and can make trouble in the future. So we should try and makeits use safer so that it can be used for out benefit more.In a nut shell technology is helping to make more improvements for our future.WINK Magazine 39

Meet the startups in thelatest Alchemist classALCHEMIST ACCELERATORAlchemist is the Valley’s premiere enterprise accelerator and everyseason they feature a group of promising startups. They are alsotrying something new this year: they’re putting a reserve button nextto each company, allowing angels to express their interest in investingimmediately. It’s a clever addition to the demo day model.

ISSUE 04/ SEPTEMBER 201801 21SQUARED 02 VIDEOFLOW21Squared is the first fashion app dedicated to help Videoflow allows broadcasters to personalize live TV.plus-size women find the perfect outfit. 65% of Ameri- The founding team is a duo of brothers — one from thecan women are considered plus-sized but they only ac- creative side of TV as a designer, the other a computercount for 18% of the entire women’s fashion market rev- scientist. Their SaaS product delivers personalized andenue, because it is very difficult for them to find clothes targeted content on top of live video streams to view-that fit. 21Squared combines artificial intelligence with ers. Completely bootstrapped to date, they’ve landeduser-generated content to solve the problem. Through NBC, ABC, and CBS Sports as paying customers and ap-our app, women are matched with other women who pear to be growing fast, having booked over $300k inshare a similar body shape and style preferences. revenue this year.03 REDBIRD HEALTH TECH 04 SHUTTLERedbird is a lab-in-a-box for convenient health monitor- Shuttle is getting a head start on the future of spaceing in emerging market pharmacies, starting with Afri- travel by building a commercial spaceflight bookingca. Africa has the fastest growing middle class in the platform. Space tourism may be coming sooner thanworld — but also the fastest growing rate of diabetes you think. Shuttle wants to democratize access to the(double North America’s). Redbird supplies local phar- heavens above. Founded by a Stanford Computer Sci-macies with software and rapid tests to transform them ence alum active in Stanford’s Student Space Society,into health monitoring points – for anything from blood Shuttle has partnerships with the leading spaceflightsugar to malaria to cholesterol. operators, including Virgin Galactic, Space Adventures, and Zero-G.05 BIRDNEST 06 TAG.BIOThreading the needle between communal and private, Tag.bio wants to make data science actionable in health-Birdnest is the Goldilocks of office space for startups. tech. The founding team is comprised of a former Ayas-Communal coworking spaces are accessible but have di bioinformatician and a former Honda Racing engineertoo many distractions. Traditional office spaces are pri- with a Stanford MBA. They’ve developed a next-gener-vate but inflexible on their terms. Birdnest brings the ation data science platform that makes it easy and fastbest of each without the drawbacks: finding, leasing, to build data apps for end users, or as they say, “Word-and operating a network of underutilized spaces inside Press for data science.of private offices.WINK Magazine 41

ISSUE 04/ SEPTEMBER 201807 NCORIUM 08 SPIIOThey’ve built a new server architecture to handle the on- Software eats landscaping with Spiio, which combinesslaught of AI to come with what they claim is the world’s cloud-driven AI with physical sensors to monitor water-first AI accelerator on memory to deliver 30x greater ing and landscaping for big companies. Their smart sys-performance than the status quo. The quad founding tem knows when to water and when not to. This reducesteam is intimidatingly technical — including a UCSD water consumption by 50%, which means their systemProfessor, and former engineers from Qualcomm and pays for itself in less than 30 days for big companies.Intel with 40 patents among them. They have $300K in They want to connect every plant to the internet, andpilots. look like they are off to a good start — $100K in orders from brand name Valley tech firms.09 ELEMENT42 10 MY90Fraud is a major problem — For example, if you buy Distrust between the public and the police has rarelya Rolex on eBay, you run the risk of winding up with a been more strained than it is today. My90 wants to solvecounterfeit. Started by ex-VPs from Citibank, the found- that by collecting data about interactions between theers are using risk models and technologies that banks police and the public—think traffic stops, service calls,use to help brands combat fraud and counterfeiting. etc.—and turn these into actionable intelligence viaDesigned with token economics, they also incentivize an online analytics dashboard. Users text My90 anony-customers to buy genuine products by serving exclusive mously about their interactions, and My90’s dashboardcontent and promotions only to genuine product. analyzes the results using natural language processing.11 NUNETZ 12 WHEN LABSA Stanford Computer Science grad and UCSF Neurosur- If you hate managing people, When Labs wants to un-geon have come together to try to build a single unify- burden you. Using an AI-powered assistant that textsing interface to replace the deluge of monitors and data with employees to negotiate assignments for hourlysources in today’s clinical health environment. The goal work, WhenLabs is trying to free customers like Hiltonis to prepare a daily “battle map” for physicians, nurses, from spending money on managers who would normallyand other providers, with an initial focus on the Inten- do this manually. As the system gets smarter, they claimsive Care Unit (ICU). They have closed 3 paid pilots with employees will prefer interfacing with their AI bot morehospitals through grants. than a human.42 WINK Magazine

ISSUE 04/ SEPTEMBER 201813 FIRSTCUT 14 LYNXCAREFirstCut helps businesses put video content out at LynxCare claims that 90% of healthcare data goes un-scale. Video dominates social media — it creates 10x tapped when doctors make critical decisions about yourmore comments than text — and is emerging as a ne- life. Further, they claim the average person’s life couldcessity for B2B media. But putting video out if you are be extended by 4 years if that data can be converteda B2B marketer normally requires using agencies that into insights. Their team of clinicians and data scientistscharge hefty fees. FirstCut wants to disrupt the agen- aims to do just that — building a data platform that ag-cies with software and marketplaces. They use software gregates disparate data sets and drive insight for betterautomation and an on-demand talent marketplace to of- clinical outcomes.fer a fixed price product for video content.15 ADIAN 16 HARDIN SCIENTIFICAdian is a B2B SaaS product that digitizes the complex Hardin is building IoT-enabled, Smart Lab Equipment.agrochemical supply chain in order to improve the sales The hardware becomes a gateway to become the hubprocess between manufacturers and distributors. The for monitoring, controlling, and sharing scientific datacompany claims manufacturers reduce costs by 20% across teams. They’ve closed over $1.5m in revenue, andand increase sales by 4% by using their online frame- raised $15m in equity and debt financing. One of theirwork. $1.5 Billion and 70,000 orders have gone through smart devices is being used to 3D print bio-tissues andthe platform to date. human organs in space.17 ZAINAR 18 SMART BRAIN AGINGThis team of 5 Stanford grads — 3 PhD’s and 2 MBAs — This startup claims to reduce the onset of dementia byjoined up with the Co-Founder of BlueKai to build the 2.25 years with software. They are the only company ap-world’s best time synchronization technology. ZaiNar proved by Medicare to get reimbursed on a preventativeclaims their ability to wirelessly synchronize and dis- basis for the treatment of dementia. In conjunction withtribute time between networked devices is a thousand Harvard University, they have developed 20,000 exer-times better than existing technologies. This enables cises that are clinically proven to reduce the onset ofthem to locate RF-emitting devices (i.e. phones, cars, dementia and, they claim, help build neurotransmitters.drones, & RFID) at long distances with sub-meter accu- The company works with 300 patients per week.racy.WINK Magazine 43

ISSUE 04/ SEPTEMBER 2018ALEX WILHELMEditor in Chief ofCrunchbase News, coveringthe intersection of startupsand money.Charting Bird And Lime’s Rapid GrowthIt’s been a busy few months for American scooter companies. The two most famousstartups in the space, Bird and Lime, have seen setbacks in locales as tech-centricas San Francisco and as collegiate as Providence.But no speed bump has dislodged the two firms from their paths of quick growth.Indeed, the two companies most famous for capital raises and being banned whileattempting to copy the Uber playbook, have each crossed new ridership milestones.Lime, which began life as a bikesharing company ala Ofo and Mobike, said on August30th that it crossed the 10 million ride mark. That figure is now 11.5 million per everyoutlet. Bird itself just crossed the 10 million ride mark, according to itself. 44 WINK Magazine

ISSUE 04/ SEPTEMBER 2018First, we need to chart it. Per our prior agglomeration of the twofirm’s growth, we present this updated chart:Now let’s do some bubble-nomics: Given the incredibly recent launch of eachLime: $1.1 billion valuation / 11.5 million rides = company (Bird launched in September 2017;$95.65 in valuation per served ride; Lime launched in January of 2017, but didn’tBird: $2 billion valuation / 10 million rides = release scooters until early 2018), those rev-$200 in valuation per served ride. enue-per-valuation-dollar metrics are essen-Previously, we scribbled some back-of-the-en- tially revenue multiple cognates, though thatvelop-mathmagic to come up with an esti- gets stretched every day that passes.mate of $2.50 per Bird and Lime ride given What we can say today is what we could saytheir pricing and how far the nearest Blue before: Lime and Bird are quickly growingBottle really is. That lets us do even more fake businesses that are not valued, yet, on theirmath to get a super-loose revenue multiple: revenue in any material sense. That’s true ofLime: $1.1 billion / (11.5 million rides * $2.5) = all venture-backed companies to some de-$38.26 in valuation per dollar of accrued rev- gree, but Bird and Lime have certainly moreenue; work ahead of them than most to grow intoBird: $2 billion / (10 million rides * $2.5) = $80 in their already-set valuations, let alone whatev-valuation per dollar of accrued revenue; er their next figures are when they both inev- itably raise again. WINK Magazine 45

ISSUE 04 / September 2018Designed byCare - Communications& Engagement Team