While addressing a panel on Change Management last month, I was asked: What does Leadership mean to me? What are the essential characteristics a leader must possess? Enough and more has been written on this topic, and of course, there is no right answer to either of these questions. That said, I have had plenty …
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Accelerating Digital Transformation: The Agile Way
This post first appeared in ETCIO (July 2021) ‘Digital Transformation’ is quite the buzzword these days, and has only gained more traction courtesy of the global pandemic. Even if you were on the fence earlier, chances are, you now agree that Digital offers unmatched cost & efficiency advantages for both organizations & customers, alike. The …
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‘‘Next Gen’’ Customers need Next-Gen Solutions
This post first appeared in Outlook Money (March 2021) No, this is not an article on Covid19, or on the importance of planning your finances to meet unplanned contingencies – enough and more has been written on that subject already. Instead, it is an attempt to articulate what ‘Next Gen’ customers are looking for, and …
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The Say-Do Gap
Life is filled with examples of the Say-Do gap. And, work life is no different. Take the case of wanting to improve on existing standards. Most organizations – and senior executives – would ‘say’ that they would like to see an improvement in the status quo. Some would even argue that significant improvement is the …
The 5 Ps of CX
“Customer Experience” (CX) is quite the buzzword, these days. In corporate meeting rooms, and on industry panels – every one seems to be talking about it. However, many of the folks I meet grapple with how to prioritize their efforts around improving customer engagement. Over decades of helping clients and employers bridge the gap between …