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India – The Personal Data Protection Bill 2019– Update

I had first written about this in July 2018.  Justice B. N. Srikrishna and his committee had submitted the first draft proposal. A lot has changed since then. Since its introduction last year, MeitY (Ministry of Electronics and Information Technology), has solicited comments and suggestions on the PDP Bill from the public, various stakeholders, ministers …

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The evolution of Customer Contact Centres into Customer Experience Labs

Customer Contact Centres are undergoing a transformation globally. I wonder why they have taken such a long time to evolve, maybe because it was a process thing. For marketing teams, it is not as fashionable as going on a shoot, meeting Google folks, digital folks, MarTech folks, OTT folks etc. I have always believed that …

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Future of connected living – An interesting report

Connected strategies are going to be the norm moving forward. Technology professionals are taking rapid strides to ensure that customer centric ideas and tech centric platforms move hand in had. In this context I came across an interesting report pit out by the Institute for the Future and Dell Technologies. The report is titled- The …

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