Blogs

I was recently invited to speak at the CXM Conference in Mumbai on the theme “Creating World – Class Customer Experience For Your Digitally Inspired And Demanding Customers”. My session was backed up with research and other support by Xerago and IBM. And my theme is what you see in the header. I have been receiving requests from the attendees to transcribe the talk. At least, I can provide a gist. Most understand the importance of customer experience. They know without it no business is done. However, there is little idea on how to create programs that improves it systematically....

There are problems that just cant be solved by AI or ML! (Well..not yet!!) Folklore has it that just about 10% of the allied forces’s first of the listed airmen survived World War II Nazi anti-aircraft guns. Planes that returned were riddled with bullet holes. There was compelling need to armor the planes to win. So what is the issue? Good you asked. The catch is that if the entire plane is armored, the weight may not even let it take-off or its span of operation would be lesser considering higher fuel consumption. A military think-tank took the following data...

If you have reports, dashboards, alerts and trackers in your office – congratulations! You have cleared the “driving without headlights in the dark” phase of business. My endeavor in this article is to help you find out if that head-light is a 3W pencil-light or a 150W quartz-halogen power-light. The difference, I wish to throw light on, has really nothing to do with amount and type of data. It has everything to do with what and how data is presented. Imagine you are being chauffeured from Chennai to Bengaluru. A running car, if you can imagine, has 300 different data...

Firing an employee is one of the most painful aspects of work-life. It is traumatic for the employee and very uncomfortable for the manager who is tasked with it. I hear several employees who have faced such a situation becoming brand destroyers and worst, unable to come to terms with the episode and move on. How can it be done differently? How can all come out as winners? At the outset let me clear four aspects before we land ourselves in a situation to separate. (1) Never hire an employee when you cannot tie her daily performance to revenue or...

Will it be AI? Machine Learning? Customer Experiences? Chat-bots? Blockchain? What will drive growth of Large, Medium and Small firms? Not of Start-ups but of firms that are already in reasonable stages of commercialization. And by ‘Growth’ I mean the growth of top-line or bottom-line. I dip into my professional network, recent literature and data (of course!) and turn in these: ‘Data will rule growth‘. Small and medium enterprises will continue to invest in enterprise-wide data warehouse. They will create and leverage more reports, dashboards, alerts, and trackers. Insights, as opposed to gut-, based decision making will grow. Instead of...