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We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well – it was read 11K times in the last week, a number I am appeased with. I have been getting request emails since to address the same topic for the B2B (business to business) universe….
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do not appear RED!”, said a wise man, nearly a decade ago. (Trivia, find out who said it) The point of invoking this is to say that ‘knowing’ the way things are, is not a naturally…
‘Business process outsourcing’, expansion of a three-letter word, BPO: brings food on the table of millions of Indians. This industry employees people in scores and mostly from the segment of the society in need of dire uplifting, immediate infusion of funds to make survival possible. BPO in the last 20 years has successfully created a new…
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…
9623 comments on the last article: Thank you indeed. Yes, I am guilty of not having responded to all of them (yet) but there is no way I am going to leave them unattended indefinitely. Revealing a little routine to you, I have budgeted around 2 hours every Sunday afternoon, which is between 4…
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…
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…
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…
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…
It is impossible to attempt predicting the future without taking history into account; the posterior view of linear time. The history of outsourcing is intensely integrated into the history of the growth of the modern business enterprise, many believe that it rose in the second half of the 19th Century. Historians and economists in the…
