You can’t stop change anymore than you can stop the sun from setting

Puneet Taneja - 05.17.2019

We live in a period of constant change today in our corporate landscape that provides an immense opportunity for us to adapt daily.

This landscape has grown over the years and has transformed into a massive force of robotics, artificial intelligence, chatbots, IOT, and various other industry trends that have influenced our way forward.

As I look over the last 14+ years of our business partnership with our clients – the first few years were one of constant change in the way we managed our business. In the later years, prevailing platforms were largely the same ones as the previous years, and the evolution of these platforms required adaptation where it did not feel like the same barrage of continuous change. Social media was just introduced and there was always a new tool or network being developed every day. Many business realized the opportunity of using this platform to engage with their customers.

For the last couple of years, we’ve swayed back into a window of innovation, driven in significant part by the rise of smartphones and tablets. We’ve seen new platforms emerge – visual platforms like Instagram and Snapchat, messaging platforms like Whatsapp, WeChat, etc. – that quickly amassed enough users to significantly change our business landscape.

We started out by taking hours and also days to manage a request for a customer – whether in the travel, healthcare, retail, banking, and finance verticals. Today, with technology at our fingertips, we are able to manage these requests instantly thereby providing a faster and better digital experience for the customer without error and delay.

In the current digital age, when people post, comment, like, share, and search, we are participating in information processing and knowledge formation in a way we didn’t before. We are performers in our own information consumption, and this represents a subtle but important shift.

Today, even as banks and tech firms share an interdependent relationship, the advent of cashless transactions and mobile payments system have made tech firms as the biggest competitor of banks.

Digital transformation has changed the way we look at how we work day to day. We are now able to reduce processing times for various queues that we service and provide more face time to a customer to understand their needs. As we take the reins of digital transformation, we need to remodel our organisations to reflect a greater emphasis on customer centricity and to increase our response to our shifting business needs.

We at Teleperformance in India have identified concrete steps to effectively evolve our business by reengineering operating models by adopting state of the art technology, redesigning customer journeys by investing in-house resources & redefining the merge between technology and human touch

Our motto of “high-tech, high-touch” enables us to ensure that while we move towards the future and engage with the latest technology to build our businesses; reskilling our employees to have a human interaction with our customers is of the utmost importance to maintain our brand and identity.

As stated, the last few years have been about developing various kinds of landscape shifts, which will be significant and have broad-sweeping changes that will have the potential to shift any business strategy in the near future. We are certainly thinking about them and they’re at the forefront of our minds, as we look ahead to the next few years. If you’re not already thinking about shifts like these and their impact on your business, now may be the time to grab those reins and charge forward.

By Puneet Taneja, EVP at Teleperformance in Indi

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