A large part of my professional career in corporate India has revolved around bringing about organisational change, different organisations gave it different titles, some fancier than the others, stacked initiatives differently within the organisational maze but the expectation has more or less remained unchanged in last 16 years – simply put, ‘make it better’. The…
Category: Process
Bets on the Future!
As of 20th June 2020, reported and recognised COVID19 figures by the GOI, are 4,11,773 infections, 13,281 fatalities. To put things in perspective, we’re adding on an average over 13K cases, every day, for past few days, we’re 3rd largest in daily caseload increase, 4th largest in the overall volume of cases in the world…
Action in curious times!
We’re in confusing times, making choices have never been more taxing, as a result, more often than not, we find ourselves attaching the cart before the horse. Humans have never quite known the future when I say this I discount the audacious claims that the astrologers make. We have, however, mastered the art of basing…
Co-existing with COVID19!
कारवाँ गुज़र गया, गुबार देखते रहे (Gopaldas, ’Neeraj’) Yes the Virus is here, yes it is highly contagious and yes it is deadly! So what do we do? Fight, Freeze, or Flee? I’m afraid to inform you ‘Fleeing’ is not an option. You gotta either confront the virus or hibernate into oblivion, perhaps…
Future Outlook: Indian BPO Industry
The article “Outsourcing 2.0, the future”, that I wrote on 24th of Feb 2019, has been generating a lot of interest in the BPO industry as a result of which my inbox is full of requests for a write up addressing the specifics of the Indian BPO/BPM industry, so here I am! I’ll link the…
Impediments to change
You won’t find very many disagreeing with the universality of the statement – “Change is the only constant and, yet, there is only a handful changing for real. How can a virtue which has such paramount acceptance have such abysmal application? Well, for starters, let’s just say, all of us have lied at some point…
You need Omni-channel & More!
The relationship between a customer and a brand revolves around a multitude of interactions that happens between them in the course of their journey together. Customers expect to get all that they have signed up for and more without having to pay extra and the brands wish to make use of every possible opportunity to…
Glitter ≠ Gold!
All that glitters is not gold, this golden phrase applies to customer centricity just as much as it does to other things. If you were to look at one common publically pronounced feature between organization of all scales and statures: old and new age and also between successful, just hanging around and stark failures; you’ll…
Customer Feedback, should you care?
Many of you wanted me to follow my blog : Customer Experience – It matters! ( http://lkstates.blogspot.in/2017/10/customer-experience-it-matters_28.html ) up with an article on “customer feedback management”, so here it is! The fundamental question; whether or not your product/services has it, gets answered fairly and squarely in the first few rounds of customer acquisitions. Is your product…
Customer Experience – It matters!
It’ll be wrong to assume that organisations do not know how important customers are to them, at the end of the day, without a paying customer even gold is just a yellow metal sitting on a shelf gathering dust! Six Sigma, Lean, JIT, TQM etc become buzz words of Indian business word cloud in the…