Vijay Agarwaal’s Post

As the next step of the "Let’s Talk Business - CE", CE Centre immersions were organised recently. Our employees delved into Airtel's Customer Experience (CE) operations through immersive call center visits. During these 4-5 hour sessions, they shadowed Business Managers at our call centers, gaining invaluable insights into the dynamic processes that power Airtel's customer support. Let’s Talk Business intents to inform Digital employees about the larger Airtel ecosystem and to connect the dots between various Business Units of Airtel. This initiative aims to create a bridge between various functions within Airtel and enable wider learning avenues. #airteldigital #lifeatairteldigital #customer #business

Excited to share a message that resonated deeply with my approach to leadership! 👨💼 ✨ Airtel's CEO, Gopal Vittal, made a bold move by setting a unique KRA for all 19,000 employees on March 12th: cancel all business meetings and dedicate the entire day to directly interacting with customers. "....Remember at Airtel there are only two types of people. Those who serve customers and then those who serve those who serve customers…" What can we learn from Airtel's initiative?  👨💻 Prioritizing the Customer Voice: Direct interaction fosters a deeper understanding of customer pain points and preferences. 👬 Breaking Down Silos: By uniting all employees in customer service, Airtel demonstrates a commitment to a unified customer experience. 🤳 Actionable Insights: The feedback gathered can be translated into tangible improvements, leading to enhanced customer satisfaction and loyalty. #Leadership #CustomerFirst #CustomerSatisfaction #CustomerService #GrowthMindset #BusinessGrowth #OrganizationalCulture #Inspiration 

“The only way to do great work is to love what you do” – Steve Jobs Having a vision is only the beginning. It takes a hunger to learn, a dedication to grow, and a proactive drive to turn aspirations into reality. For Rajiv Nagarajan , GM & Head of Social Media & Email, Airtel Center, this commitment is a way of life! Rajiv’s journey at Airtel has been nothing short of a masterclass in forging meaningful human connections. For him it’s about knowing the customer, speaking their language, and anticipating their expectations. From day one, Rajiv had two clear goals: transform customer service from a reactive function to a proactive engine and ensure that every interaction left customers feeling valued. Rajiv’s innovations weren’t limited to traditional customer service. He saw an opportunity where many wouldn’t - on YouTube. In a space typically reserved for entertainment or tutorials, Rajiv envisioned a new way to educate and engage customers. His team created a series of videos that didn’t just provide customer solutions but also created a CX delight. This groundbreaking use of social platforms earned Rajiv and his team the Innovative Use of Social Platforms award at the India Customer Experience Summit 2023. What matters more to Rajiv is not numbers but the human side of customer service. The team was able to focus on deeper, more meaningful interactions with airtel customers. For him there is never a dull day at work. When he notices a colleague feeling overwhelmed, he steps out for a coffee with them. His face lights up as he says that, a good conversation and a cup of coffee can solve almost every problem! Rajiv is a firm believer in taking risks and seizing opportunities. For him, playing it safe means stagnation, and he encourages his team to embrace creative & calculated risks. As we take a note from Rajiv’s playbook, we’re reminded of a powerful lesson - When you love what you do, every small thing is an opportunity to make an impact. What vision are you driving today? Be limitless. Because you are. Rajiv Nagarajan #Airtel #BeLimitless #Inspire #Motivate #Impact #Risktaking #Innovate #CreativeThinking #Creativity #CustomerService #AirtelCares #CustomerExperience

Vani Venkatesh, CEO Global Business at Airtel Business predicts a revolutionary change in both customer experience and in managing cost to serve for a scaled up experience. Find out more of Vani's insights as well as all our keynotes' views on the future of connectivity at #ITW2024.

Enjoyed participating and sharing my views on the invigorating panel discussion on omnichannel strategies. At the end of the day multiple channels are provided for an enhanced Cx…this is only possible to achieve with a unified platform powered by knowledge and AI with ways to orchestrate both self-service and human-assisted journeys end-to-end. Cx initiatives need to move beyond contact centre which is where customers contact with their requests, and extend to fullfillment as well! #NICECxone #CxoneMpower #omnichannel

I recently switched from Vodafone to giffgaff (powered by Virgin Media O2 ), as they’re the only provider with any reliable signal in our Cotswolds village. Vodafone tried their best to keep me as a customer by offering a new deal, more data etc. despite me explaining that data wasn’t the problem…..it was actual phone reception for making real phone calls. Actual conversations. Like with real people. Apparently, my lived customer experience didn’t tally with what their computer system reported was ‘excellent coverage in our area’. The person I spoke to was fairly adamant that their info was right, and I (the lowly customer) must be wrong. Hmmm. Not a great customer experience and probably quite an awkward employee experience for the representative talking to me. That’s a slightly spurious, but true, pre-amble to this post…. I’m intrigued by Vodafone’s potential merger with smaller rival network Three. Not because of the potentially improved network performance, but because of the transformation challenge of merging two different cultures and business operations. If the merger goes ahead I suggest they will need to focus on delivering an exceptional employee experience (EX) first before worrying about the customer experience (CX). Customer Experience is absolutely key to the success of any business. But remember it’s the employees of an organisation who actually create and deliver that customer experience. If you don’t create the right conditions for a fabulous employee experience, then your CX hasn’t got a chance. in3dinsights Ltd hasn’t yet been asked to support this work, but if they’d like to discuss how we could help I now have a slightly more reliable phone reception and I’d be delighted to chat! I specialise in bringing people together through periods of change and uncertainty, so if you would like to learn more, DM me or send me an email jp@in3dinsights.co.uk #ChangeManagement #CultureAtWork #PeopleCentredChange #UnlockingValueThroughChange

I recently switched from Vodafone to giffgaff (powered by Virgin Media O2 ), as they’re the only provider with any reliable signal in our Cotswolds village. Vodafone tried their best to keep me as a customer by offering a new deal, more data etc. despite me explaining that data wasn’t the problem…..it was actual phone reception for making real phone calls. Actual conversations. Like with real people. Apparently, my lived customer experience didn’t tally with what their computer system reported was ‘excellent coverage in our area’. The person I spoke to was fairly adamant that their info was right, and I (the lowly customer) must be wrong. Hmmm. Not a great customer experience and probably quite an awkward employee experience for the representative talking to me. That’s a slightly spurious, but true, pre-amble to this post…. I’m intrigued by Vodafone’s potential merger with smaller rival network Three. Not because of the potentially improved network performance, but because of the transformation challenge of merging two different cultures and business operations. If the merger goes ahead I suggest they will need to focus on delivering an exceptional employee experience (EX) first before worrying about the customer experience (CX). Customer Experience is absolutely key to the success of any business. But remember it’s the employees of an organisation who actually create and deliver that customer experience. If you don’t create the right conditions for a fabulous employee experience, then your CX hasn’t got a chance. in3dinsights Ltd hasn’t yet been asked to support this work, but if they’d like to discuss how we could help I now have a slightly more reliable phone reception and I’d be delighted to chat! I specialise in bringing people together through periods of change and uncertainty, so if you would like to learn more, DM me or send me an email jp@in3dinsights.co.uk #ChangeManagement #CultureAtWork #PeopleCentredChange #UnlockingValueThroughChange

airtel, Do You Even Have CRM, Bro? 😅 Dear Airtel Team, First off, I hope you're all doing well and that your broadband connections are faster than the rate at which your calls flood my phone! For the past three weeks, I’ve been receiving relentless calls from your team about recharging my Airtel broadband. I’ve explained the reason to each and every caller. But apparently, these conversations go straight into the void, never to be seen or heard again. As a company with Airtel's stature, I expected better. If #BSNL did this, I'd shrug it off, but Airtel? Come on, guys! Aren’t you using a #CRM or some customer experience software to track customer interactions? If not, I’d be happy to recommend one—and maybe even set it up for you. Trust me, I have the experience to make your lives easier and your customers happier! But seriously, could you please ensure this madness stops? The next call I get might just be met with me playing a dramatic hold tone for you. Looking forward to a resolution (and fewer calls)! #AirtelDoYouEvenCRM #CustomerExperienceFail #TooManyCalls #BroadbandBlues #StopCallingMe #CRM101 #TechIrony #FrustratedButFunny #BigCompanyBigIssues #AirtelOops Airtel Digital Airtel Business BSNL LTD Jio #TRAI

🌟 Understanding Penetration Pricing Strategy 🌟 In today’s competitive business landscape, Penetration Pricing is a powerful tool for companies aiming to enter a new market. This strategy involves setting a low price point initially to attract customers and build market share quickly. 💡 A real-world example? Think of Jio in India’s telecom market! When Jio launched in 2016, it offered free voice calls and data at extremely low prices. This disrupted the entire industry, forcing competitors like Airtel and Vodafone to reduce their prices. Jio’s strategy of giving away high-value services at a fraction of the cost helped it gain millions of subscribers in record time. 💡 Here’s how it works: 1. Attracting Customers: By offering a lower-than-usual price, companies can attract price-sensitive customers, encouraging them to switch from competitors. 2. Building Market Presence: The strategy helps a brand rapidly build awareness and customer loyalty. 3. Economies of Scale: As demand increases, companies can benefit from economies of scale, lowering production costs in the long run. 4. Long-Term Profits: Once a loyal customer base is established, companies often gradually increase prices to improve profitability. 📊 Penetration pricing can be a highly effective strategy, especially in price-sensitive markets with high competition. However, businesses must be cautious to ensure they can sustain initial losses and transition to profitability. What other companies do you think have successfully used this strategy? Drop your examples in the comments! 💬👇 ----------------------------------------- #PricingStrategy #PenetrationPricing #BusinessGrowth #Jio #TelecomIndustry #CFA

Did you know? 🌐 Digital transformation in telecom is evolving rapidly, impacting everything from network scalability to customer experience. At Palni, we're committed to staying at the forefront of these changes. Reach out to us to explore how our expertise can support your transformation journey. #DigitalTransformation #Telecom #Innovation #Palni #ConnectivitySolutions #UrbanTelecom #Palni #NetworkOptimization #ProblemSolving #SeamlessCommunication