30 Dec 2016

2017 12 Comments
It’s seventeen. A prime number. Take the cue. This year make it your prime year. This year, make it all about your Passion. Do what your heart tells you to do. Go where it directs you. Or at least, take the first step in that direction. Go with the flow. Go against the flow if the flow is not going where you want to. Plunge into deep waters. Ride the waves. Jump off a cliff. Grow ...
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25 Dec 2016

2016 2 Comments
I’m rushing from one place to another. It’s evening and the sun is setting. I look past the revelers at the stretch by Juhu beach and in the horizon, the sun is ready for its evening dip. I want to take a picture with my ever-ready phone but decide to use my ‘photographic’ memory instead and just look at the sun setting instead. And the thought that comes to me is “I could’ve missed thi...
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23 Dec 2016

Customer Experience 2 Comments
It’s 8:45 am. I am standing in a small queue of people: early risers who are obviously eager to catch the worm. We are outside the bank. It opens at 9 am. No one seems perturbed. Everyone has accepted this as: ‘life’ ‘fate’ ‘country’ and so on. A short young security guy stands guard at the half open door. He tries to look fierce and fails miserably. His job is to allow only the bank...
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28 Nov 2016

Training 2 Comments
  It was a time when I worked with a rapidly growing division of an agency. As the business grew and my team grew, we hired relentlessly at all levels. Work was pouring in and we were all working at full capacity, responding to every client demand with overnight deadlines and yesterday deliveries! (Fedex could not have done it better). But at some point we realized that a lot of ...
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16 Nov 2016

2016
A post by Abhijit Gupta At the very outset let me clarify – this is not a post on the need for Demonetising our currency or an analysis of merits and demerits of it. My sincere belief is that we are onto something revolutionary and must congratulate our PM for the bold step taken. This post is a humble pointer to a tool available in Customer Experience (CX) management methodologies and...
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10 Nov 2016

Training
Increasingly organisations are working across boundaries. Most people brag about leading teams across borders. Then people talk about there being no geographical borders any more thanks to technology. Yes, but there is an invisible line that separates us. A line that not many want to see or acknowledge. And that’s the line that separates cultures. The cultural barriers can make or brea...
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22 May 2016

2016
I know! I know! Everyone has been talking about it right? Well, I got talked to about it too, so armed with 4 friends (all Beauty-ful) we decided to see the play. First co-ordinating dates between 5 busy people is no joke. Still when you do want to be part of an event like this and share it with your friends, it is all worthwhile. That among others is the ‘Beauty’ part. The ‘event’ as ...
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16 May 2016

2016, Customer Experience
We’ve all dissed airlines for losing our luggage. We’ve never marvelled at HOW they find it. Here’s my story of how Jet Airways found (and returned) my bag – a bag that they had not even lost. When you lose your bag on an overnight trip, the first thing you get is separation anxiety from your travel toothbrush. It did hit me hard this time. However it is a longish story and the li...
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