Insights

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and build Customer Experience Strategy Perfection is only an ideal for man; it cannot be attained, for man is made imperfect. – MK Gandhi Take away for CX Professionals Aim for the stars, though you know you can’t make it. […]

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and build Customer Experience Strategy Not excellence. Perfection.You aim for perfection, you will attain excellence. If you aim for excellence, you will go lower. – JRD Tata Take away for CX Professionals With customer experience, aim for the stars if […]

Customer Experience Quotes Here is one of the most inspiring Customer experience quotes to delight customers and build Customer Experience Strategy If you chase two rabbits, you will not catch either one. – Russian Proverb Take away for CX Professionals: Have one goal at a time and work towards it. Download XL based Touchpoint Assessment Check […]

Businesses thrive by growth. Leaders are expected to find innovative  ways to propel the organization in the new direction and to make that  growth vision a reality. In this game, most of us take for granted, the  fact that the processes we own need our attention. I’m not joking. Smart  managers are compelled to delegate […]

As manages, leaders and HR professionals, we all do our best to improve the employee satisfaction and engagement. We lay out processes and provide resources that will help the employee to perform better and deliver his/her best. Most often, we use a prescriptive approach of adopting industry best practices, implementing what is working well for […]

  By Nilakantasrinivasan Recently, a leader I knew for long time, moved from a line responsibility to a functional role. While she thought it’s going to be a cake-walk, but it turned out be a moon-walk. She mis-judged the functional role to be less complex than that of the line role where she handled large […]

I asked one question to a handful of employees across various levels and functions in an organization, starting from the CEO – ‘What is your company’s strategy?’ I was startled to learn that nearly every one had their own version of the company’s strategy. Some were close and others way apart from the originally conceived […]

As Daniel Pink, author of  “A Whole New Mind: Why Right Brainers will  Rule the Future” puts it, the time of left brain thinkers is over.This  era is about Right Brain Thinking. Agreed, that all of us have to solve problems all the  time, sometimes small,  and other times really big ones. As leaders, we constantly demand our team […]

Checksheet for Process Design in Manufacturing Organization Following are some of the important steps involved in Process Design in Manufacturing Organizations. It can also serve as a check sheet if you are commencing process design in your organization. Process flow design for various products Decision of in-house manufacturing Vs sourcing Plant layout with processes (cell […]

Following are some of the important steps involved in Process Design in Service Organizations. It can also serve as a check sheet if you are commencing process design in your organization. Current state assessment Business process definitions Agreement on service levels, measures of success and operations metrics New process design Technology integration Process documentation Project […]

Every Customer Interaction creates a Personal Reaction. From the customer’s perspective, if the reaction is positive, she not only desires to have more such interactions, but shares her experience with her trusted ones. If the reaction is negative, it is bad news for both the customer and the company, but it costs the company a […]