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 user experience. In this blog, I wish to emphasize on end user experience based service design, with an example of Apple’s 3D Touch.
Category blogs - Featured
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752
Apr 24, 2019
Evolution of Outsourcing in the A&D Industry (Era of Outsourcing 3.0) and how to stay relevant
In the early 2000s, unlike Automotive, Aerospace was a laggard industry when it came to outsourcing work to cost advantageous countries like India, China Poland, Mexico and Russia. Despite its relative cost advantages, the late 90’s and the mid-...
752
Apr 24, 2019
Evolution of Outsourcing in the A&D Industry (Era of Outsourcing 3.0) and how to stay relevant
In the early 2000s, unlike Automotive, Aerospace was a laggard industry when it came to outsourcing work to cost advantageous countries like India, China Poland, Mexico and Russia. Despite its relative cost advantages, the late 90’s and the mid-...
Service Design for User Experience: An Illustration
Prafull Verma - Fellow & Practice Leader - Unified Services Management
| December 11, 2015
1000 Views
1000 Views
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 transforming themselves into a 21st Century Enterprise, and early adopters have already taken their first steps on this journey.
How Customer Satisfaction Scores (CSAT) Can Be Improved
Prafull Verma - Fellow & Practice Leader - Unified Services Management
| September 22, 2015
5318 Views
5318 Views
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 science of customer satisfaction, we will get better results. It is an art because it is an application of human creative skills, and it is a science because it is a systematic and logical activity.
