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transformation

Don’t be delusional about disruptions, they are here to stay.

Management teams across businesses and industries are furiously having online meetings, discussions and brainstorming sessions. Since customers have deserted them or rather, they have been forced into isolation, there is not much happening on the business front. Some of the key comments that I have picked up – We are all doing scenario planning. What …

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A lateral approach to a comprehensive data strategy

There is a huge amount of organised government data available for organisations to leverage but how many are doing it? Countries around the world are embarking on significant modernisation of their national statistical systems in the face of rapid technology and socio-economic changes. India is at the cusp of a new digital and socio-economic transformation. …

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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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