The Experience Business

What are Anil's roles and responsibilities in CGI as a Director of L&D?

Where Companies Go Wrong with Learning and Development?

What needs to change in L&D for better employee Experience?

When you joined CGI what was the first thing you found must change in the organisation? And how did you work on it?

What was the one L&D programme you led so far in your career you are very proud of? And what were your learnings from what you wanted to share with other leaders?

How do you ensure in CGI and in general that the expectations are met before and after programmes are rolled out for the employees?

How do you identify the gap and take the initiative to invest in technology for L&D?

What is the challenge he sees most Sales professionals are facing currently while engaging with Customers virtually?

How these problems can be solved by establishing digital sales culture and proper training?

What is the strategy or framework that is standardized in Linkedin for Virtual Engagement with Customers?

What is Soumavo's personal method of interacting with customers Virtually when he engages with the first time?

How to handle objections or tough customers remotely?

How Customer needs are conveyed to the Marketing team on Linkedin? How sales and marketing align here?

How leaders are wrong in identifying the problem and made overcomplicated? 

How can companies start to align the problem with their customer's needs by investigating External & internal problems?

Understanding clearly Internal and External problems.

How to establish the need for the Solution?

How to justify the need and contextualize the problem?

Finally, considerations & process while documenting  the problem statement correctly. 

In this episode of "THE EXPERIENCE BUSINESS", Samir Kumar Sah with the guest Rajesh Srinivasan (Marketing Evangelist & Author) will explore businesses should focus on streamlining the customer support in the current time.Customer Support forms one of the core parts of superior customer experience. Few things will be answered:-What are businesses missing in Customer Support? Why do you think this problem is presentTop suggestions by Rajesh on streamlining Customer Support in Current Covid19 Situation?Focus on Support and Success Teams Separately.How to build a team of people and train them with customer empathy?Apart from technology, How to ask feedback from Customers?

In the tenth episode, Samir Kumar Sah invites Kira Tchernikovsky (Product Marketing & integrated communication manager, HSBC) and Raj Kuchibhatla (Global Head of Research & Insights, Key Media) to discuss about the effective strategies to conduct market research for getting the right messaging for customers in Product Marketing.In the pandemic, it became obvious that the message should be insightful to resonate with the customer to cut through the noise. This is especially important for product marketing in the B2B space where often product functionality message beats customer-centricity. In this episode, we unlock the power market intelligence and research for product marketing. Questions answered for the listeners are:-Challenges of Product Markers in getting the right messaging for customers?How research can help choose those messages?Information needed to gather storytelling. How to get that information to craft effective storytelling based on data?The critical role of Qualitative and Quantitative initiatives in Insights gathering.How to turn these communication assets into an effective campaign?Success metrics to choose.--------------------------------More About Guests:-Kira Tchernikovskyhttps://www.linkedin.com/in/kiratchernikovsky/Kira Tchernikovsky is a senior Global Marketing Program Lead, connecting product, marketing and sales. She is Product Marketing and integrated communication manager with HSBC 15+ years of experience in marketing space.Raj Kuchibhatla https://www.linkedin.com/in/rkuchibhatla/Raj Kuchibhatla is the Global Head of Research & Insights at Key Media. With over 20 years of experience in helping to map out and communicate the customer story, Raj has a wealth of knowledge in how custom research can be a driver to consistent and effective brand engagement strategies.-------------------------------------Connect with the Host:-Samir Kumar Sah, Founder & CEO, Pritborhttps://linkedin.com/in/imsamirkumarsah/---------------------------------------For getting additional details about the podcast, visit:-https://pritbor.com/podcasts/ This podcast is available in all popular podcast apps. And if you like it, please share, subscribe and must provide the review on Apple podcast.

Content is the pillar of every form of communication. Many brands struggle to get on a successful content marketing.In this ninth episode of "THE EXPERIENCE BUSINESS" podcast, Samir hosts Yaagneshwaran Ganesh to share his content strategy.Yaagneshwaran Ganesh is a Top 100 Global Martech Influencer, Content Geek, TEDx Speaker, Best-selling Author and Host@ABM Conversations Podcast.

In this podcast, Samir has invited Kim Marie Ruquet (an ex-Director of Marketing, Oracle and Pivotal Software) to discuss on the Strategies to select the right type of Account-Based Marketing.Customer experience has a direct impact on revenue. But good customer experience requires a deeper level of customer personalisation.  Inbound marketing by B2B for high-value products & services can not provide such level of personalization. Account-Based Marketing (ABM) is a much better solution which provides better personalisations with the target audience. However, many ABM programs fail. There is no one size fits all ABM programs. And many businesses fail to choose the right type of ABM strategy for themselves. Key questions answered by Kim are:--What type of ABM strategy a company should choose -- “One to Many” vs  “One to Few” vs “One to One”? How Ideal Customer Profile (ICP) selection criteria vary for each type of ABM? What common errors companies are making in identifying the Intent of the account?What are the top areas where Sales and Marketing teams should collaborate in each type of ABM?What should be the key marketing tactics used by each ABM type?What metrics should be chosen further for each type of ABM?Why combining Inbound and ABM is the best option? Connect with:--Kim Marie Ruquethttps://www.linkedin.com/in/kruquet/ Samir Kumar Sahhttps://www.linkedin.com/in/imsamirkumarsah/

In the seventh episode of "THE EXPERIENCE BUSINESS" podcast, Samir presents the case study of Nike to differentiate in the market and gain a competitive edge.Nike's was losing its dominance in US sneaker in 2017 to its competitors like Addidas. They were soon to realise that they can have dominance only by being customer focussed. So, they decided to focus on deepening the customer relationship by investing in Digital Transformation initiatives with the goal to provide greater Customer Experience.In this podcast, we will cover:-Nike's triple-double strategy to improve customer experience.Why Nike cut down on multiple product lines to focus on only a few products?How they succeeded in Direct to Consumer strategy but cutting down the majority of their retail partners?Why they invested in Employee's career to further achieve their goal?How their focus on being innovative and adopting technology helped them achieve what they are today not just as a sneaker company rather a platform for everything athletes.

In this sixth episode of "The Experience Business" podcast, Samir discusses with the guest Japreet Saini, an agile coach & practitioner on importance of employee satisfaction & experience for making a great experience for your customer.  In this episode we discuss:-Why the employee experience matters?What leaders are doing wrong in understanding the employee needs?Why leaders must revisit their employee recognition process and program?Why hiring for culture fit is not the best idea?What should be done for the employees to motivate them for customer outcome?How to bring a culture of innovation in employees?Final takeaways for the leaders to start with employee experience.

Covid19 has impacted the lives of every individual and business. Business leaders are finding it challenging to make decisions in this uncertain time.However, it is clear that only customer-centric companies are going to survive. But this requires the customer experience strategy which is more relatable in the COVID19.In this podcast, Samir Kumar Sah discusses:-How to start with CX strategy.How to categorise your business based on the current state of crisis.Five phase framework for making a decision for each category of business.Initiatives taken for each category of companies.