Kapil Sharma

Good EX, enough challenges thrown = Great CX. Focusing on ‘what’ and ‘why’ instead of ‘who’ is more important. That means the problem is at center n not the personnel…

There must be "Skin in the game" for everyone. And, it should be equitable + win-win for all involved. So, while designing the partnership framework, define business and social priorities for everyone involved. Once the goals are aligned, it is just a matter of right execution. Few things that are critical: 1. Dedicated team that does the framework, and puts across measurable indicators. 2. Focused approach to execute, detouring, improving, etc. 3. Stakeholder communication and reduced dysfunctions is must. 4. People involved must be passionate about the space and work they are ought to do. Milestones will be then closer than they appear.

People connect easily with stories. So, just have your bag full :). Testimonials, people videos are highly impactful. Not just sharing success matters, also share the challenges. And then share, how those were turned into successful ones with effective execution. Never ever prioritise or at least pretend to put diversity ahead of business. Diversity at business works, but business should be the focus. Success stories with little investments and faster ROIs is what people connect with, best.

Every remark from an individual has some context / background to it. So, just listen to that person's perspective. It is ok for people to say what they feel. Not everyone is mature enough to understand diversity as way of life. Make notes on specific points raised by the individual, not just the sensitive ones. Focus on good points made, and then slip in your perspective on what this person could think differently. Usually, examples are easier to explain and make people understand. "As I live, I learn."

In my view, just do not ask for it :-). If you are valued and your work speaks, it will happen by itself. In some cases, when you have high level trust relationship with your manager, just have freewheeling conversation in an informal setup. Convey what your thoughts are, discuss what you want to achieve, share what you are doing, what your challenges are, etc. In most probabilities, things would fall in place without being asked for.

BPO or otherwise, it is important to use smart workflow apps / low code apps / RPA / IPA etc to define, build, and track your business processes. Once the processes are in place, it is important to identify the tools / tech to make the workflows effective and automate as much as possible. Build vs Buy is a decision business managers must take. Multi-tasking is just another way to be more efficient, counterproductive at times 😊. Decide wisely!