Connections

A friend proudly posted on an online forum that he was able to fit in multiple activities in his life (including running a startup!), thanks to no cable TV, no YouTube, no tea breaks, no FB and no What’s App groups. His argument was that we all have a finite amount of time, and hence, need to ‘make time’ for what matters by giving up something else.

I agree with that last part, and have lived with that belief for as long as I can remember. Defining your priorities, and making time for them, is the only way this works. I’d also recommend improving efficiencies to get more return on investment for the time you do spend on your chosen pursuits. But I also fear that my friend, like many others, is missing out on a vital part of life.

There is a case to be made for widening your horizons and interacting with perspectives that are not like your own.

Most of today’s online technologies are designed to give you more of what you’ve already liked, or interacted with. But, it helps to push yourself out of your comfort zone and understand Life from the eyes of those who don’t think like you. And, that’s where ‘mass media’ can help.

The way things like newspapers and TV work is that someone else decides what constitutes “good content” for the large majority of us. That may not coincide with what we would like, or agree with, but that can be a good thing… at times.

Today, more than ever, we need to embrace diversity of thought in all spheres, from politics to society to technology. We need to seek out views that are significantly different from our own, whether through a thought-provoking Netflix documentary (on a subject we may know little of), or a feature in the local daily that proposes a view contrary to our own (closely-held) beliefs.

That’s how new connections will form. That’s how we will someday go past our predispositions. That’s how we will eventually stop judging or fearing those that do not resemble us, and truly begin to understand each other.

There are 7 billion of us, and every one has a unique world view, shaped by diverse, multi-cultural experiences. Let’s not allow easy access to the Internet to dumb it all down.

Engaging Smarter with AI

Last month, in suburban London, a delivery of a parcel was attempted by Amazon Prime.

The homeowner was out on a school run, but had a video doorbell from Nest Hello (Google) installed in the home. An Apple iPhone X received a live feed from the doorbell, and a 2–way chat soon transpired. It turned out that the homeowner’s Tesla was parked right outside, and was accessed via the Tesla app – thanks to its permanent cloud connectivity. The boot was remotely opened by the homeowner, who could see it live on the video stream. The delivery guy was able to leave the package inside, after which the car was remotely locked via the app, resulting in a successful delivery.

What is noteworthy about this story is that it involved four distinct services – Amazon, Google (Nest), Apple and Tesla – all of which were digital, but none were specifically designed to work together.

Yet, in many ways, we are probably in the first hour of the evolution of AI (think before the Internet happened).

Futurists like Kevin Kelly (Founding Editor of Wired) speak of a rapid “cognification” of the machines around us, giving them the ability to harness superhuman powers – minus the (human) distractions. But, they also augur that the most popular AI product that will be in use 20 years from now, hasn’t even been invented yet!

What is (or isn’t) AI?

The Merriam-Webster defines Artificial Intelligence as: “The capability of a machine to imitate intelligent human behavior.”

We humans possess a number of cognitive abilities that help us learn new concepts, apply logic & reason, recognize patterns, comprehend ideas, solve problems, make decisions, and use language to communicate. We call this intelligence.

This “intelligence” enables us humans to think, to be self-aware, to experience Life.

And, human intelligence is not just linear and one-dimensional.

Howard Gardner in his ‘Theory of Multiple Intelligences’ argued that there were a wide range of different abilities operating in the human mind. – ones that did not necessarily correlate with each other.

Gardner proposed that these distinct types of intelligences – including logical-mathematical, linguistic, spatial, musical and interpersonal – are what enabled people to become a plumber, farmer, physicist or teacher.

Modern machine capabilities typically classified as “AI” include successfully understanding human speech (as in voice-recognition), competing at the highest level in strategic game systems (such as Chess), and intelligent routing (as in Content Delivery networks or Military simulations).

But the scope of AI is disputed: As machines become increasingly capable, tasks considered as requiring “intelligence” are often removed from the definition, a phenomenon known as the AI effect. As a result, routine technologies like Optical Character Recognition (OCR) are frequently excluded from the definition.

In fact, we tend to think of AI as whatever hasn’t been done yet!

The fact is, AI is not just embedded inside Netflix algorithms or voice controlled ‘smart assistants’, it’s embedded in our lives.

The decades-old autopilot systems that fly our commercial airplanes is just one example of that. The humble “calculator” is already smarter than most of us in arithmetic, and the GPS chip in our phones is already better at spatial navigation than the average human – both being examples of machines exhibiting intelligence.

Growing significance of AI

Clearly, AI is relevant to any task requiring intelligence.

High-profile examples of AI include autonomous vehicles (such as drones and self-driving cars), powering search engines (such as Google), and improving spam filtering or targeted advertisements.

In Medicine, AI is being applied to numerous high-cost problems, with initial findings suggesting that AI could save as much as $16 Billion. In 2016, a ground breaking study in California found that a mathematical formula, developed with the help of AI, correctly determined the accurate dose of immunosuppressant drugs to give to organ patients.

In Financial Services too, there are several use cases for AI. Banks use artificial intelligence systems to organize operations, maintain book-keeping, and invest in stocks. AI-based tools help read documents, process cheque payments and respond to customer requests. AI has also reduced fraud and financial crimes by monitoring behavioural patterns of users for any anomalies.

Today, AI can even analyze “silence patterns” on Customer Service calls to infer insights from excessive hold-times about system delays, outdated CRMs, etc.

Engaging smarter with AI

However, in our quest for providing more bells and whistles, we may sometimes lose sight of what truly matters. We need to connect the dots… across devices, channels and teams. We need to listen to our customers, our distributors, our employees. We need to move from proposition to purpose.

Does Customers + AI have to equal chatbots?! Or can we use AI-based tools to actually improve outcomes for our customers?

Here are just a few examples where intelligent use of AI can help improve Customer Experience, regardless of the underlying business:

  • Design more relevant products and services for your customers by listening to your customers and putting those insights to work
  • Continue conversation threads in CRM systems, regardless of their initial entry point, so you can provide contextual help
  • Predict a lapse or termination, and intervene with appropriate measures, before you lose the customer

Technologists argue that in the not-so-distant future, if a task needs to be done efficiently, it will most likely be done by robots (as in AI with bodies), while humans will focus on activities that are typically inefficient – think exploration, innovation, science and art.

Ultimately, our ability to deal with what comes next will depend on our willingness to embrace a co-existence with machines and their intelligence. Only then will they become our partners, not just tools.

This post first appeared on YourStory.

How To Demotivate Employees

I have had the pleasure of working for organizations of nearly all size and shape, ranging from solo ventures to 3-member teams to a few hundred employees, and all the way up to 30,000+ soldiers marching to a common tune.

Since my work has revolved around Services, the one thing that has been common to these stints is People. And, having seen a wide variety of industries and functions, I’ve had a ring-side view of how organizations motivate – and demotivate – their most important resource.

Here are some of the ways I’ve encountered in my journey, that result in employees being demotivated…

  • Not providing clarity on what constitutes “success”
  • Waiting for the annual appraisal cycles to provide much-needed feedback and course-correction to team members
  • Playing favorites within the team, or hiring old favorites from your past employment, with little regard for competence
  • Not creating a strong Reward & Recognition program to encourage performance achievement
  • Hiring outsiders at senior levels (and at commensurate pay hikes), at the cost of ignoring equally-competent loyal employees
  • Offices offering no transportation options / no cafetarias (especially relevant for large enterprises and those having poor access)
  • Managers promoting unqualified resources for positions that require technical competence, without including the necessary checks and balances (this one is especially demotivating for those who are competent!)

Needless to add, any one who is reading this and cares about doing it right, should do the exact opposite.

If you are an entrepreneur, build your organization the right way, and don’t compromise by hiving off “people management” to some trainee or junior resource. If you are a mid-level manager, watch out for such danger signals in your own enterprise, and try to compensate for what you see around you. If you are in a position of leadership, you can take measures to undo the damage this causes to your staff.

Remember, no matter how long you’ve traveled in the wrong direction, you can always take a u-turn.

Service Standards in Public Service

I recently posted a tweet after a visit to the local post office:

A visit to the local #postoffice (to pick up a missed courier delivery) will put to rest any doubts you may have on how the #public #service machinery operates in #India in the year 2018!

I had purposely worded it in a way that did not make it too obvious if my “experience” was positive or negative. I wanted to see the kind of responses it elicits. And, it looked like my approach worked!

Here are some snippets from some of the comments that ensued…

“Similar sentiment when i went to cash out Kisan Vikas Patra”.

“Not sure if there is a sarcasm in your post. I have very good experience with Chennai Posts.”.

“… In South India, I would not trust large public hospitals, that are indeed one way ticket to hell or heaven. But I owe my life to three public hospitals in Delhi – Lohia, Safdarjung and AIIMS. BTW – private enterprises in the health care have no less horror stories to offer.”.

My own experiences with the Post Office, and the public service machinery in general, have been quite disappointing, to say the least. Of course, there are pockets of excellence in every field, and public services would not be an exception to that rule. But, public services, in general, are often characterized by poor pay and appalling work conditions (as compared to their private counterparts). The question is: Does that give them a license to lower their standards below acceptable levels?

Yes, I am also cognizant of the pathetic experiences I periodically encounter with private enterprise: The only consolation in those is that at least it is not my tax money at work. More importantly, when it comes to most private enterprise services, one has the ability to simply walk away and choose another service provider. Often, that is not an option when one encounters a public service.

As one commenter added, “Most of us in metro cities have better choices in almost every aspect of our life’s needs (education, health, food, transportation, communication, clothing, housing, etc.). Just consider the plight in hinterlands… Also, the ones which have no choice… Police, Civic Administration… May God Be With Them.”

Does it always have to be like that?

I think the key lies in understanding that the ones that need to use such services the most, are often the ones that have no other choice.

When designing a public service, bureaucrats, government officials and public servants would do well to remember that context, so that they can empathize with the “customer” needs that the service aims to ultimately address. The less privileged among us deserve a good standard of essential services. Public transport, education, healthcare and communication are all included in that list.

Enrique Peñalosa, the Mayor of Bogotá, captured it eloquently when he remarked, “A developed country is not a place where the poor have cars. It’s where the rich use public transportation.

Richard Branson: Two Gems

The typical commute in Mumbai is harsh, to say the least. And, listening to insightful podcasts is a great way to make the most of your drive time.

One such talk I really enjoyed was a conversation with Richard Branson, founder of the international conglomerate the Virgin Group. Stephen J. Dubner of Freakonomics fame, spoke with Branson as a part of the series: “The Secret Life of a C.E.O.

While the entire series – including this episode – is worth its weight in gold, here are two takeaways that really made me stop and take notice.

1. When asked if he is actually the CEO of any of his companies, Branson had this to say:

… I’ve delegated pretty well all the C.E.O. roles. And I actually believe that people should delegate early on in their businesses, so they can start thinking about the bigger picture.

 

If I’m ever giving a talk to a group of young businesspeople, I will tell them, you know, go and take a week out to find somebody as good or better than yourself. Put yourself out of business, and let them get on and run your business day to day, and then you can start dealing with the bigger issues, and you can take the company forward into bigger areas, and you can — maybe if you’re an entrepreneur, you can start your second business or your third business.

 

And so I think too many young entrepreneurs want to cling on to everything, and they’re not good delegators.

I can’t tell you the number of people I know – personally – who need to hear this and truly internalize it. An “entrepreneur” and a “CEO” are two distinctly different mindsets. Some folks may be able to traverse the two worlds – fleetingly. But doing both simultaneously, and over a sustained period of time, is nearly impossible. The sooner an entrepreneur makes peace with that fact, the sooner he/she will be on the path to growth and success.

2. When asked about his famed approach to motivating people via employee-friendly policies across the Virgin group of companies, Branson replied:

… Let’s just look at this business of forcing people to come to an office.

 

First of all, you’ve got maybe an hour or an hour and a half of travel time in the morning, another hour and a half of travel time in the evening. And, you know, when you’re at the office, it’s important that you say hello to everybody and that you’re friendly with everybody, so you use up another hour or two, you know, socializing with people. Then, because you’re not at home, you need to communicate with your family. So you spend another bit of time communicating with your family. And so the day carries on and you might get a couple hours of work done.

 

If you’re at home, you know, you wake up. You can spend a bit of time with your family. And be a proper father, which is perhaps the most important — or mother — most important things that we can do in our life. But you can also find the time to get whatever your job is done, because you’ve got another four or five hours free to do it. And you know, we’ve never been let down by people that we’ve given that trust to.

Think about that. How many CEOs or business leaders do we know who are sensitive to the realities of day to day Life, the way the average employee perceives them? And, how many organizations can we speak about that actually “trust” their people to this degree? Work-from-home is just one dimension of this thinking; Branson also talks about a ‘prisoner program’ that Virgin runs to employ current and ex prisoners across roles, including in Security!

In my view, there has never been a better time to access the world’s riches. Insights are all around us, and conversations with folks who have done it all, are just a few clicks away. Some of us will make the most of it and learn from these experiences, while some of us will spend our time watching cute cat videos.

Change Is The Only Constant

The idea of ThinkShop was born way back in 1999, when I first started a web-design studio called UncommonWisdom to work on Internet-based Communication Design. My boutique consulting firm was way ahead of its time, but we were able to deliver some interesting work in the digital space, including digital strategy, website design and UX for enterprise-grade applications.

In its second avatar, ThinkShop began life in 2013, helping its clientele bridge the gap between Idea and Execution, until the end of 2017.

As an independent consultant at the helm of ThinkShop, I was fortunate to work with some of the leading players in Financial Services, Insurance and Education, on projects that included developing Customer Engagement strategy and Marketing Communication frameworks, User Experience Design across multiple platforms, and architecture for a 100,000+ page web presence.

With the beginning of 2018, I have decided to take up an assignment that, once again, offers me the opportunity to apply my skills to problems of scale. With it, I commence a new chapter in my professional life, as ‘Group Head – Customer Experience’ at the Edelweiss Group – one of India’s leading Financial Services conglomerates.

A big Thank You for all the support you’ve shown to ThinkShop and me.

Knowing It All

As we get older, most of us assume that we get wiser. This is seen to be true for both individuals and organizations. We may call it different names – learning, experience, insight, etc. Some of us may accelerate the process by learning from others’ experiences (through books and training), or by exposing themselves to changing environments (think travel or shifting industries). Others may see themselves as a “lifelong student”, constantly seeking out ways to add to their knowledge base, or challenging themselves to step outside their comfort zone.

But, what does this “wisdom” really mean? Why do we assume that being wiser means having all the answers? Why do we take it for granted that while we are doing the right thing, others (those whose actions are not in sync with our’s) are on the wrong path? Again, this is often true for both individuals and organizations.

Let’s take a look at some of the issues that business enterprises face today: Should it be scarce or abundant? Should it be free or expensive? Should it be about what used to matter or what really matters today? What should we do when our hunches don’t match the data that’s pouring in?

We live in a complex, interconnected world. And, organizations of all shapes and sizes struggle with questions to which they do not have the answers – even if they bring all their experience to bear on the issue. So, why pretend that we know it all?!

The way I see it, knowing what you don’t know is an essential attribute of being wiser. And, working on filling those gaps only means that we are on our way to becoming a better version of ourselves. To me, continuous learning means having the humility to ask a lot of questions, being receptive to other (dissimilar) perspectives, and developing the ability to synthesize them suitably.

We’ve all heard of IBM predicting a world market of “maybe five personal computers”. We know that Kodak missed the bus with digital photography standards, even after inventing the digital camera! And yes, “uberization” is a word now. In other words, just because someone (including your competitor) is on a different path, it doesn’t mean they are wrong.

Believe it or not, organizations can admit – to their employees, customers, stakeholders – that they don’t know every thing, but that they have learned a few things along the way about what works (and doesn’t work) in their unique context. And, so can individuals. Yes, even those in “leadership” positions!

Let me end with the words of a wise Economist who once remarked: “When the Facts Change, I Change My Mind. What Do You Do, Sir?”

Travelling Abroad 101

This post was also published on HotFridayTalks.com

Who doesn’t like to travel? Our glossy magazines and social media feeds seem to be filled with pictures of people in exotic locales across the world. And let’s not forget the steady diet of Switzerland and Canada in our Bollywood films! But, if you haven’t yet left desi shores to travel outside India – I mean, ever – it can all get a bit intimidating.

No worries, this post might help you master the basics and make the transition a pleasant one…

Visas

First things first! If you are an Indian traveller going abroad, you will find that most places will require a visa, which typically means documentation and visa fees. Some countries also require explicit permission letters from the destination country as a part of the application process, while others involve in-person interviews that may or may not be scheduled in your city of residence. That said, there are also a few countries that are relatively easier to access via simple visa formalities or even visa-on-arrival. So, do some research online (or through your preferred travel agent) to learn what it takes before you zero-in on the destination. Of course, visas get stamped on passports. So make sure you have one that doesn’t expire in the next 6 months.

Getting By

Most popular cities have traffic congestion during peak hours on popular routes – way worse than you can imagine. Thankfully, most popular destinations also have cheap, fast alternatives to help tourists (and locals) get around. These include Rapid Transit systems like the MRT or SkyTrains popular across South East Asia, with many major international airports also connected to the city center through an Airport Express system. Bear in mind that in some cities, it may cost you nearly as much as hailing a cab (for a group of 4), but you’ll save a significant amount of time not being stuck in traffic.

Connectivity

Carry your India SIM for emergency, but ask for a local SIM (destination country) as a prepaid card for your second slot. You can even carry a spare handset if you don’t have a dual-SIM phone. You will find that most travel destinations have very attractive short-term offers for calling, data and messaging on prepaid plans, aimed at visiting tourists. You may need to show your passport to get a connection.


“The world is a book, and those who don’t travel only read one page.”
Augustine of Hippo


Sights & Sounds

When it comes to taking in the sights, tourist-friendly destinations have a lot to offer. Unlike most places in India, you may not save much money by showing up at the venue and buying the ticket there. Online ticket websites and travel desks of popular hotels may charge you the same (original) price, and include free transport to and from your hotel. Ask around to figure out what works better.

Shopping

At most popular malls in tourist-friendly cities, there will often be a designated place/exit/gate where you can queue up for taxis that take you back to your hotel. The queues may be long during peak hours, but are the quickest way to get a cab, unless you have a vehicle on standby.

Lost?

Many hotels I have stayed in across the world have “contact cards” at the reception with the hotel’s contact details, a tiny map and the address printed in the local language and in English. Pick up some copies from the hotel desk, and carry them with you, especially if you are travelling to a city where the locals may not speak/understand English. It will help you re-trace your steps back to the hotel from an unfamiliar location. On that note, it is also a good idea to carry a print of some emergency numbers like the nearest local hospital, the Indian embassy, etc. for those times when unforeseen events happen.

Respect

Last but not the least, remember to conduct yourself in a manner that is appropriate and respectful of local customs. Some countries also prescribe what is appropriate (and not appropriate) to wear for ladies, or inside their temples of worship, or on the palace grounds of the reigning monarch. Other cities have very strict rules about what is permitted through customs or what is allowed (and not allowed) as a part of their traffic regulations. Read a little about what’s ok and what’s not, so you are on the right side of the law. And, don’t forget to set a good impression for your country, when you’re in a foreign land!

Enjoy your travels…

Social Absurdities

When someone we know is admitted into a hospital, social norms dictate that we visit them while they are hospitalised. If unable to do so during that window, those of us who are closely related to the patient, are expected to pay a visit to them in their home, after they have been discharged. That’s the norm, isn’t it?

But, what happens if you’ve already paid a visit once, found that the patient was recovering well, and after a few days find out that he/she has taken a turn for the worse? Should you go again?

What happens if, after your visit, the patient has been sent home, only to be rushed back to the hospital after a day’s rest? Are you expected to re-visit?

What happens if the event in question is not an illness, but the birth of a child? As a mother, you may think that the last thing you want with a newborn is to attend to visitors. Should you extend that kindness to the mother currently in the hospital, and spare her your visit? By doing so, will you be remembered for your generosity of spirit, or for the fact that you did not bother to show up, despite being a close friend or relative?

If the event is, in fact, an illness, should the severity of the illness determine how many times you are expected to visit? Should a recurrence qualify in severity as much as the original ailment? How many visits are adequate?

Yes, there are those among us who are genuinely concerned about the patient in recovery, and would like to show up just to let them know that they are not alone, and that help is at hand. But, the bulk of visitors in any given hospital are there as a social formality, is it not?

Like the ‘hospital dilemma’, I find that many of the social norms we religiously follow, border on sheer absurdity!

We all do it, because every one else is doing it, and because every one expects us to.

Like complimenting the host for a yummy meal. If some do it as a social nicety, and others do it only when they really like the food, how does the host know which is which? Of what use is the compliment to you, if you yourself say such things all the time, without meaning it?

Are we becoming a society that almost never means what it says, or says what it means? What will the world look like if more and more of us head down that path? What will Truth mean in such a world?

I wonder.

Just The Beginning

ThinkShop completed 3 eventful years, last month. In that time, we have been fortunate to work with a number of clients on a variety of interesting projects, through solutions that spanned Technology, Business and Marketing.

We helped design the User Experience of a multi-device Trading Platform, and developed a Career Portal for a Life Insurance major that integrates with their Recruitment Engine and call-centres. We performed a Need Gap analysis for a Sales Mobility tool in Health Insurance, and helped define the Project Scope for an Online Securities platform. We conducted a Boot Camp on Understanding Social Media for the senior executives of a leading pharmaceutical firm, and helped develop Marketing Strategy for a startup in Education services.

If there was a common theme running through them, it was that every solution was focused on improving Customer Engagement, with Technology serving the role of an enabler.

These past three years, we have also seen many of you face some common challenges while trying to make sense of an ever-changing world. The Think! blog was meant, in part, to help you gain relevant insights into the Digital world, understand key trends, and figure out viable ways to meet your business needs.

Yes, Mobile has gained significant ground, and Machine Learning is all the rage, but RoI on Digital initiatives continues to elude many, while Business tries to figure out what is the best way to engage in a multi-screen, multi-format, always-on world.

So, what can you do? How can you make sense of an ever changing dynamic and engage with customers despite their ever-decreasing attention span?

If you are new to the Online world, and are looking for the essentials involved in creating a digital footprint for your product or service, the Digital RoadMap offers a quick guide to get you off the ground. In it, you will learn about what constitutes success in the Digital arena, how you can be more customer-centric, and how much is too much. While you’re at it, if you would also like to improve your chances of success when working with external vendors and service providers, here are some good insights on How To Be A Great Client!

All the Technology in world can only help you do a few key things well: Amplify the reach of your message, reduce the Response times involved, improve the Relevance of a product/service fitment or achieve exponential Scale. What’s important to keep in mind is that business is, and has always been, about defining a target Customer, understanding their specific need, and meeting it in a profitable way. If you are able to provide exceptional value to your customer, at a sustainable cost, you will succeed in your objectives. No two ways about it.

As you go about your own journey of leveraging the Power of Digital  to engage with your Customer, don’t be afraid to seek help from those who have walked the path before you. If there is anything we can do to help, it will be our pleasure…