Dec 11, 2015
Service Design for User Experience: An Illustration
In my previous blog (click here to read my previous blog), I highlighted some of the key challenges of a 21st Century Enterprise. Among them, the one challenge that clearly stands out is the one that talks about service design for...
Nov 26, 2015
Challenges on the Road Towards 21st Century Enterprise
Lately in global forums, there has been an increase in interest on the topic of “21st Century Enterprise”. We have also seen a resounding response to our CEO Anant Gupta’s blog. Most enterprises have realized the need to embark on the journey of...
Sep 22, 2015
How Customer Satisfaction Scores (CSAT) Can Be Improved
We often come across appealing slogans around customer satisfaction and are motivated to put in a greater effort to figure out how to improve it. But we often miss the scientific factors behind customer satisfaction. If we use both the art and the...
Apr 13, 2015
Service Catalog - A User's Perspective
Introduction When companies operate through large delivery models, there are many areas that are worked on with multiple services and stakeholders involved at various levels. In such a multi-tier system, stakeholders wishing to consume...
Feb 18, 2015
The Vision of Internet of Things and the Path Forward
The term 'Internet of Things' (IoT) has been used from marketing to research publications and conference titles. I thought it would be helpful to throw a little light on the history of IoT and the vision that the world...
Jan 09, 2015
Continual Service Improvement ? The Need for IT Service Management
When an organization is thinking about implementing ITIL® processes, the first question that comes to mind is, “Where do we start?” Interestingly, it is always a good thing to commence with the Continual Service Improvement (CSI) route....
May 20, 2014
Optimal On-site/Offshore team structure for Project Execution
At the time of a new engagement, managers take into consideration multiple activities like charter, planning, effort estimation, defining goals and metrics, success factors, cost, outcome, etc. One factor that is most important for any project to...
Nov 11, 2013
How customer service impacts the UC and Product Engineering Market?
Unified Communications (referred to as UC) has attained a level of maturity over the last five years or so. OEMs now have matured UC solutions which are quite competitive, having similar feature sets; it is the enterprise customer experience and...
May 20, 2014
Optimal On-site/Offshore team structure for Project Execution
At the time of a new engagement, managers take into consideration multiple activities like charter, planning, effort estimation, defining goals and metrics, success factors, cost, outcome, etc. One factor that is most important for any project to...
Sep 22, 2015
How Customer Satisfaction Scores (CSAT) Can Be Improved
We often come across appealing slogans around customer satisfaction and are motivated to put in a greater effort to figure out how to improve it. But we often miss the scientific factors behind customer satisfaction. If we use both the art and the...
Dec 11, 2015
Service Design for User Experience: An Illustration
In my previous blog (click here to read my previous blog), I highlighted some of the key challenges of a 21st Century Enterprise. Among them, the one challenge that clearly stands out is the one that talks about service design for...
Nov 26, 2015
Challenges on the Road Towards 21st Century Enterprise
Lately in global forums, there has been an increase in interest on the topic of “21st Century Enterprise”. We have also seen a resounding response to our CEO Anant Gupta’s blog. Most enterprises have realized the need to embark on the journey of...
Jan 09, 2015
Continual Service Improvement ? The Need for IT Service Management
When an organization is thinking about implementing ITIL® processes, the first question that comes to mind is, “Where do we start?” Interestingly, it is always a good thing to commence with the Continual Service Improvement (CSI) route....
Apr 13, 2015
Service Catalog - A User's Perspective
Introduction When companies operate through large delivery models, there are many areas that are worked on with multiple services and stakeholders involved at various levels. In such a multi-tier system, stakeholders wishing to consume...
Feb 18, 2015
The Vision of Internet of Things and the Path Forward
The term 'Internet of Things' (IoT) has been used from marketing to research publications and conference titles. I thought it would be helpful to throw a little light on the history of IoT and the vision that the world...
Nov 11, 2013
How customer service impacts the UC and Product Engineering Market?
Unified Communications (referred to as UC) has attained a level of maturity over the last five years or so. OEMs now have matured UC solutions which are quite competitive, having similar feature sets; it is the enterprise customer experience and...