| |June 20219THE INABILITY TO LEVERAGE CHANGES IN THE TECHNOLOGY CAN IMPACT CUSTOMER EXPERIENCE, WHICH IS DETRIMENTAL FOR CURRENT AND FUTURE GROWTH AGENDAon my need to consume the service'. The earlier approach of engaging with client was based on the requirement they had given you and your tailoring them as you go along. However, today the conversation is more consumer focused, and how you can service the customer in a more staggered and flexible way that will really enable customer to gain maximum advantage from the engagement. It really also boils down to weaving in processes, culture, policies, people expectations and so on...On-the-go EducationGiven the pace of change we are seeing in the technologies domain and how customers are adopting them, service providers need to drive a clear growth agenda. This can be achieved through continuous learning, which equals continuous improvement. It is a known fact that learning on-the-go can directly impact business delivery. The inability to leverage changes in the technology can impact customer experience, which is detrimental for current and future growth agenda. Therefore, nimbleness is a key aspect of on-the go education, a fact that the mid-tier firms seem to have internalized well and are able to demonstrate successfully. User experience in deployments is a case in point driving home the need for on-the-go education, as the experience of education is becoming synonymous with the milestones against which you are delivering the project.Talent ManagementTalent management is a business and HR imperative as organizations face capability and leadership challenges worldwide. Technology, globalization, and employment regulations, in addition to the pandemic-induced distancing, are reshaping the way people work, learn, collaborate, and lead.A fresh approach and HR strategy is the need of the hour, to attract and keep critical talent in an increasingly demand-driven talent market. Thus, mid-tier IT services companies are looking several facets on retention and leadership enablement for a clear focus on talent management strategy. On one hand, they are increasingly focused on hiring top executives from larger players in order to scale up faster. On the other hand, they are aggressively re-skilling and bringing in an element of multi-skill enablement to upskill existing employees on processes and new age technologies.To Sum It UpToday, flexibility and agility are the imperatives for organizations to transition into the new normal. And in this, technology adoption across processes, big and small, is the key driver, with clients wanting quick and effective digital transformations to stay resilient. Consequently, mid-tier firms are emerging as a force to reckon with due to their ability to scale their offerings in remote setups, deal with critical situations at short notice, really see and hear their clients' needs and engage effectively and learn-on-the-go.This is also corroborated by the fact that the leading analyst firms are now exploring and rating mid-tier companies for their capabilities in marquee reports, as well as the fact that a lot of acquisitions that the large firms are undertaking at present time are of mid-tier firms, thus giving the larger players agility on the front end.
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