we at Aspect are working on in terms of strategy, portfolio and positioning, providing the service in a way the consumer desires it and lastly, doing so on the Cloud so that they do more with less.
Core Strength as a Leader
My strengths include structured organizational thinking in the sense that I look at a problem in an analytical way. A problem is never too small or too big. I am extremely structured in the way I look at the problem and work towards a small step that will eventually lead to a bigger resolution. This is my biggest strength. The other strength would be empowering people and doing the right thing. I am very principled too.
Distinctive Decision Making
I handle a highly diverse region spread not just geographically, but also culturally and economically. Each region is in different cycle of economic growth & thus in different cycle of technology adoption. Each of these regions has separate set of laws, regulations and guidelines when it comes to communications & consumer engagement. The challenge is to be able to deliver cost effective solutions that can be used across all of these geographies. So this assignment involved understanding data, security, policy understanding, telecommunications understanding and so on. It involved knowing how to & when to scale, understanding which customers require what, and so on and so forth. All of this coupled with the fact that Aspect already has diverse products required us to understand which of these products needed to be introduced first and what’s the priority, which ones do we put on the Cloud, which ones have higher uptake , etc. It was almost like setting up your own mini-business. In addition, we needed to liaison with various stakeholders like government bodies, telecom and network providers. It has been a great learning experience for me.
Channel Vision for 2016
The future of any industry is dependent on being able to adequately answer the queries of customers and ultimately, the satisfaction of customers. The only reason you would contact a call center or avail of self-service is because you are looking for an answer to your query. There is a need to connect users to our enterprise data via a ‘help myself model’ that’s going to consist of omni self-service, app-based, and context-based, with the flexibility for the consumer in a where I want it and how I want it model and you can do all of this through the Cloud because it’s cost effective, efficient, and scalable. This is what we at Aspect are working on in terms of strategy, portfolio and positioning – getting users to seek out answers themselves, providing the service in a way the consumer desires it and lastly, doing so on the Cloud so that they do more with less.
