Author
Manager Partner, Hexagon Consulting, Grover is an entrepreneurial leader with deep subject matter expertise in areas of Customer Service Excellence & customer Experience management, innovation & technology, Organizational due diligence, development & risk and compliance management, outsourcing/off shoring to name a few
Just like the brick & mortar retail sector, banking in India has to change radically or get prepared to be disrupted.
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First step in measurement is to understand customer expectations clearly- and then determine how the organization stacks against the same (as perceived by the customer or user), besides seeking specific feedback to improve.
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The decade is witnessing metamorphosing change and the biggest challenge faced by leaders, organisations is to stay competitive and survive amid constant turbulence and disruption.
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A consumer now, has unlimited information, expanded choices and are connected as compared to previous era of limited choices and information where consumers were in silos, independent of each other
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