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…