Plan Disruption, Go 'Platform First'

- Savio Tovar Dias

We live and work in the Age of Disruption. Disruption is not only about finding a unique commercial model or rethinking the way a particular industry operates, but can be simply about how the entire experience of interacting with a business or entity has been transformed.

This experience is what keeps a customer engaged, satisfied, and coming back for more. The only difference in this age is that the definition of the customer has been expanded to include anyone who expects a certain quality and standard of service, and in a business environment, includes employees as well. Think about this – while your sales teams are out there bringing in new customers and keeping the existing ones satisfied, the sales team is also a customer to the product team, who are in turn customers to the procurement and partner team, who want quick and efficient service from the finance team, and so on.

This internal disruption is what takes the business world by surprise most often. Spending all your effort and focus on making your customer happy, when your employees and partners are dissatisfied with systems and processes, is a recipe for disaster. This 360-degree vision for a transformed experience brings together all departments within the business to identify their areas of transformation and develop their offering and service mix. Technologies have changed the way businesses operate and decisions are made. Customer Experience has become an indispensable layer at every level, which can’t be ignored while dealing with internal audience also.