Alignment isn’t a wing formation (photo credit iStock by Getty Images)

“Practices for Effective Distributed Teams” in Social Productivity

Practices for Effective Distributed Teams I’ve worked with distributed teams with my last three startups. I find that with the right practices distributed teams can be more efficient and effective, so long as you over-invest in certain things to make up for distance. To share best practices, I’d like to begin by exploring how time and […]

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You can bet your mortgage-as-a-service on Accenture, Wipro, Cognizant and TCS

You can bet your mortgage-as-a-service on Accenture, Wipro, Cognizant and TCS

Perhaps the best example of the evolving As-a-Service delivery model that immerses all the value levers of global delivery; namely offshore talent, cognitive automation tools, analytics and the digital customer experience, can be found in the burgeoning mortgage processing industry.  With banks going all out to sell highly competitive mortgages at record low interest rates, the […]

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Digital transformation and customer engagement

Digital transformation and customer engagement

As marketers adopt the phrase, “digital transformation,” it has lost specific meaning and descended into a limbo state of vague jargon and buzzwords. However, in the hands of a knowledgeable practitioner, digital transformation means an organization that places customers at the center of its operations and processes. For episode 187 of CXOTALK, I spoke with […]

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

We set out a few weeks’ ago, with support from NASSCOM, to test the views of service buyers, advisors and providers on what the BPO industry needs to do to make the leap from delivering mere efficiency to one that can provide genuine strategic value to clients (if this is indeed possible). As we filter […]