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      Evolution of Unstructured Data in Contact Centers Having spent more than 15 years in contact centers that been the focal point of customer interactions of all kind – signing up for a credit card, subscribing for an energy connection to getting your computer issues solved through phone or an online channel to requesting for cancellation from different subscription businesses – one thing I see common amongst the half a dozen organizations that I have worked for. All of them handle in excess of 10 million transactions per month and there is a huge opportunity to understand customer behavior during different stages of the product lifecycle. All these organizations handle structured data around these interactions extremely well. There are many meaningful reports that are churned out of this data from different systems –Switch, Ticketing System, Surveys, Order Management System etc..

If the "MAKE IN INDIA" slogan of Modi needs to be applied, we need to ensure we have some strong Indian companies that start to compete with the likes of those big organizations that capture mind and market share. One such opportunity is for India Posts, a Govt operated postal system in India India is on the verge of a etail boom - the Flipkarts, Amazon, eBay and Snapdeal have grabbed a high mindshare and market share [expected to be  a $13 bn market as per Reuters and Online retail sales are expected to surge to $76 billion by 2021, according to consultants Forrester ] in the Indian Market this festive season. There is not a single day that I do not see a truck come into my apartment with goods ordered from any of these providers. Add to them, providers like Jabong, Yep-me, 100best-buy, and the etail market has instantly hit the physical stores and have moved the customers to shop from the comfort of their home or office. More importantly they have been a catalyst for

After spending a good amount of my 15 years in Presales, Solutioning and Transformation functions trying to bring disruptive technologies to see the light of its day, I can vouch most of these projects/technologies turn a success/failure based on human acceptance of these rather than the technology features or the lack of it. I came through a blog title " What is the Problem? - I don't know, but the solution is Big Data". The Author of this blog attempted to bring to fore the perception of relying on Big Data technologies like MongoDB instead of traditional RDBMS schema for almost every problem even when that was not the right solution. My experience is a  little  different; there are times most of them know the problem and the solution but isn't properly implemented. Now what drives proper implementation.. This drives a new metric for such technologies [typically SAAS organizations] - ADOPTION. This is nothing but ensuring customers/users actually start using

October 7 - This was today's headlines in TOI. A master story teller, I love Steve's love for life. His philosophy of living life to the fullest is something I wish I take to my life. Steve's story telling capabilities were almost second to none. His death probably should make us all take a minute and look at the last years of his life - fighting with pancreatic cancer, he was still releasing ipods, iphones and ipads. Whenever health permitted, he was out, trying to transform every activity that we did - APPLE, NEXT, PIXAR and back to APPLE again. APPLE is the world's most valuable brand today after surpassing Google in May 2011. Jobs has Jobs for sure has led the way for technology brands like Google, Facebook and many others in the Valley to start transforming our daily activities. It is interesting that a recent Forrester report suggests that youngsters in the US today consider being hooked to the internet more important than a car or dating or the other activities