Executive with a Track Record in Developing Growth Strategies and Solutions: I have devised and implemented winning strategies that have opened up new markets and business opportunities. I have developed strategies that address customer/market needs, secured buy-in from executives/board, motivated the functional organizations to deliver and launched successful products & business models.

 

Family Man: I enjoy spending time with my beautiful wife and two lovely kids. As a family we are a good mix of outdoors and indoors. My son and I are pretty much outdoors and sports oriented while my daughter and my wife like the indoors. This diversity of interests helps us maintain good balance in our lives.

Category: Case Study

There are 3 posts published under Case Study.

Innovation focused on Customer Experience

During my consulting years I had the good fortune of working on many innovative projects. And I would share one such experience to show the impact of customer experience framework on innovation.

This project was with a networking equipment manufacturing company (makes switches, routers etc for businesses). We were engaged to develop the right strategy and business model to take away the market share from the market leader (800 pound gorilla).

I started by analyzing the market and understanding the customer experience delivered by each player. Given that it was a B2B (business to business) market with long sales cycle, I needed to understand the primary drivers of customer experience. So I immediately plugged myself into an inflight sales opportunity and learned that meeting customer requirements and having a good quality record was table stakes. The next best factor was brand value of the company and the relationship that customer executives had with networking equipment vendor sales staff. Without meeting these three factors, networking equipment vendors were not even invited to the table for discussion. more

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Airline Industry Customer Experience

There was time when airline travel was comfortable and convenient, with free luggage check-in, free drinks,  free food and in-flight entertainment. Airline Industry customer experience has changed significantly since, and is a prime case study on how customers’ adapt to changing priorities of companies.

For US Airline industry, the priority has changed from delivering good customer experience to being financial sound. Unfortunately, this industry wide priority change has hurt customer experience and forced customers to reconsider their expectations. The purpose of this blog is to analyze the customer experience delivered by different airlines, using the “Customer Experience Framework” (read about the framework here). more

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Ideate – Successful Collaborative Innovation @ Wipro

Recently I met Dinesh Veerula who is a Delivery Manager with Wipro’s BFSI vertical in Hyderabad, India. His expertise is in Financial industry operations outsourcing. The industry he serves is very demanding with strict SLA goals around operations improvement and cost per trade reductions.

To meet these demanding SLA requirements, his team has to continuously innovate and improve data center operations. And he achieves this through a collaborative innovation process that he setup called “Ideate”.

Dinesh has about 150+ people reporting to him in 7 different locations across the world (in India, US, Europe & Singapore). The international locations and the size of his organization make it difficult for him to have a coordinated innovation effort. In this situation many managers resort to top-down innovation (i.e. leaders innovate and everyone else executes). more

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