B2BiQ

Manish Jain joins us and shares information on RBCs new Silent Listener Chat Bot: "We are building a silent listener chat bot, which will listen to the conversation when an agent and a client are having those discussions. While those discussions are happening, the chat bot or the silent listener is going to understand the intent of the conversation, what the client is talking about, getting the client, IDs. In the meanwhile while the discussion is happening in goes in the background, brings in all policies and procedures, client, all information ready on the agent's screen. Agent without putting the client on hold is having a continuous discussion"

Deborah kops joins us and shares her views on GBS: "It's a dynamic business model. It is not one rigid business model. To be very honest, to some extent we've promulgated that through the consultancy class in this industry, some of those guys are some of my best friends. But a business services platform is whatever you can do at any given time, given your leadership, given a range of external and internal factors. So GBS as a concept I don't buy."

"if we really want to help organizations advance, if we want to do things like process excellence, we can't get there without emotional excellence. That's the stripping point." - Ravi Rao

Rob Phillips joins us and shares how venturing into the unknown is crucial to problem solving: "I think there's an overall bias that people have towards the unknown, right? They worry and they discount or they ... There's a risk factor of the unknown. So, the more that somebody can be involved in identifying what the problem is, they're coming to the table saying, "Hey, I know there's something here that needs to get fixed." Then we can work together with them to try, and propose solutions. "

Graham Russell joins us and shares the importance of understanding and implementing Data: "For those of us who have implemented ERPs for 20 years and more, data was usually the number one issue in doing that because as you move from one system to another, one of the first things you had to do was get the data clean, get the data reconciled, make sure there was integrity and so on. It's not new. I think people that don't anticipate it are perhaps not thinking of other projects."

Xavier Rodriguez joins us and shares the importance of good leadership: "sometimes, you're not the best one on the technical side, but if you are a good leader, you will manage your team."

Cindy Gallagher joins us and shares the importance of building personal time into your schedule: "I have surrounded myself with the right people who know how to handle situations. Not only that, but I set myself up properly as well before I went away, saying I was going to be gone, structuring the calendar appropriately, telling people when I was going to be on and off. As a CEO and as anyone who's excelled in their profession, you do have to be careful about where the line is, but you do have to draw that line for yourself."

Cindy Gallagher joins us and shares the importance of building personal time into your schedule: "I have surrounded myself with the right people who know how to handle situations. Not only that, but I set myself up properly as well before I went away, saying I was going to be gone, structuring the calendar appropriately, telling people when I was going to be on and off. As a CEO and as anyone who's excelled in their profession, you do have to be careful about where the line is, but you do have to draw that line for yourself."

"What I've learned in my role is to be a coach and ask a lot of open ended questions. And then the other individual comes in with their own solutions that work for them." - Connie Flores

"Try and reorient yourself to run like a business. Because that's what businesses do." - Tony Saldanha