“Banking is necessary, but Banks are not”….Bill Gates The above quote from Bill Gates hit me hard when I came across it a couple of years ago. I asked myself “What does he mean by that?”. I got his idea when I travelled in 2019 with a group on a...
Learn How to Embrace Failure and Make Your Startup Thrive In the start-up world we often hear phrases like ‘fail fast,’ ‘celebrate failure’ and that failing can be the best thing that ever happened. But let’s be honest: failure sucks. At the very moment “the failure” hits you, often the last...
“Rather fail with honor than succeed by fraud”. Sophocles Last week, I looked at the resurgence of digital frauds which is emanating from the increased use of digital banking by customers. It is always a fact that not every customer can take advantage of this opportunity of contactless banking. This...
Death is a punitive reminder of our mortality, a rude expression of the old adage that one day we will all perish just like those that have gone and left us behind. Once you remain alive and breathing, you’re bound to experience grief. My mother passed away a week ago...
The importance of the physical or tangible aspect of the customer’s experience is something very few will argue against. This importance is clearly seen in the oft-quoted RATER Model of Service Quality where the “T” stands for Tangibility.Reliability, Assurance, Empathy, and Responsiveness are the other elements that make up...
“Nothing is impossible, the word itself says I'm possible"! -Audrey Hepburn It seems heart-warming to see how opportunities are being taken amidst the COVID 19 crisis. Living in this era brings with it, mixed emotions- the good, the bad and the ugly. For every venture that institutions are undertaking, it...
Customer Experience thrives on well-thought-out strategies backed by effective execution. An overarching Customer Experience strategy initiated at the top must eventually cascade downward to avoid the culture of silos in delivering value to your customers. There must be consistency, direction, concentration and flexibility in every strategy, and Customer Experience...
A 26-member committee with 13 members from each caucus make up the 2021 Appointment Committee. This committee is set to approve persons nominated by the president for appointments like Ministers of State, Deputy Ministers, the Chief Justice and others specified under the constitution or under any other enactment. The Appointment...
US President Joe Biden wants to “build back better” after the pandemic. It’s a widely shared goal. But what exactly does it mean, and how should we do it? Clearly, we should build back with more equality of opportunity. Many communities in the United States and elsewhere in the developed...