3 Leadership Lessons From Tata’s Boardroom Coup Against Cyrus Mistry

[ This article was originally published in The Huffington Post on Nov4, 2016 ]   Anyone who reads/watches the news is aware of how Cyrus Mistry was made to resign by the board as chairman of Tata Sons. The dramatic ouster created headlines—the Tata group is one of the most respected companies of India and this sudden change has surprised…

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4 Reasons Why The Tata Sons ‘Crisis’ Will Blow Over Soon—And Even Win Praise

The piece appeared in The Huffington Post on 29th Oct, 2017 So much is being written about the latest saga at Tata Sons—the unceremonious firing of chairman Cyrus Pallonji Mistry and his subsequent allegations. Given the standing that the organization has in India and the world, the attention this has garnered is unsurprising. However, I strongly disagree with those who say…

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5 Crucial Skills That No Customer Experience Professional Can Do Without

First published in Huffington Post on Nov 24, 2016   I recently chaired a two-day “Banker’s Customer Experience Summit” in Dubai. During such international events many people reach out as it’s a great opportunity to network and cross-pollinate ideas. This time, a young professional asked me if I could spend some time discussing ideas with her. This person stood out…

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3 Reasons Why Companies Fail To Deliver The Right Customer Experience

[Originally Published on May 17, 2016 in Huffington Post] Last week I was at a leading coffee chain at Indira Nagar in Bangalore. I was there to have a quiet meeting with one of my clients. However, from the moment we occupied the table, a server insisted on hovering next to me waiting for my order. I requested her to…

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3 Aspects Of Workplace Culture That CEOs Should Make Their Business

[This piece was originally published in Huffington Post in April 28, 2016] A CEO has a lot on his or her plate. They not only have to steer the strategic agenda of the company but also have to work towards making sure expectations of all stakeholders–shareholders, employees, board members, regulators, the community– are met. They are expected to be on…

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The One Value That All CEOs Need To Enshrine In Their Organization

[This piece was originally published in Huffington Post in April 26, 2016] Most companies have corporate values. These are principles that guide the behaviour of employees. They spell out the dos and don’ts for employees and how they should behave internally and with external stakeholders such as customers, vendors and others in the community. Globally, many companies are making an…

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Do You Feel Incompetent And Shaky At Work? You May Have A Toxic Boss

[Source – Originally Published on Mar 28, 2016 in Huffington Post] Every workplace has myriad types of leaders. Each of them has different ways of functioning, engaging and influencing those around them. In my experience, if you look at it very broadly, there are three types of leaders. There are those who make their interactions truly memorable and one looks…

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3 Fatal Traps That Can Trip Up The Best Leadership Teams

Source – Originally Published on Feb 21, 2016 in Huffington Post Every organisation – whether it’s a manufacturing company or a bank or a hospital — has leadership teams. For me, every person who works in an organisation is a leader, but those who play a decisive role in charting an organisation’s future have a particularly great responsibility to steer…

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4 Communication Lessons That Business Leaders Can Take From Donald Trump

Source – Originally Published on Jan 29, 2016 in Huffington Post The hot topic of discussion just about everywhere these days is Donald Trump. Until a few months ago, everyone knew him as a flamboyant billionaire, a successful institution builder, a TV personality. When he decided to enter the US presidential race, no one took him seriously at first. They…

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