Team
We are a team of professionals from diverse industries and geographies connected with the common thread of delivering exceptional Customer Experiences. People from core team bring in extremely rich and diverse experience to the table. This has enabled us to look at situations from every perspective. The team has worked hard to put together a very robust framework which would bring in immense value to our customers.
Arti is a Customer Experience and Sales professional who has worked in diverse industries. She started her career with Avaya Global Connect (erstwhile Tata Telecom Ltd.) where she was responsible for Post Sales Customer Satisfaction levels. This is where she discovered her passion and innate capability to deliver Customer Delight. She learned that however tough a customer might look, under the hard shell there is a human. A sincere effort can not only pacify the customer, but also convert him/her into a loyalist.
After Avaya, Arti moved on with a start-up in Telecom services sector. Here she was responsible for Business Development as well as After-Sales support. During her course with this organization, she got a good exposure to working in a start-up environment. She learned about creating teams, bringing people together for a cause, retaining talent, and handling customer throughout the life-cycle. Her last stint was with Johnson & Johnson Medical, managing their suture business in a region. This gave her experience in managing a Business Unit. Arti developed competence in Sales Management, Managing Channels, Developing People and Creating Customer Focussed Teams.
Arti’s strength lies in her unparalleled Customer Focus and ability to work with people from different backgrounds and cultures. She puts immense trust in people which brings out the best in them. She starts her day with Crossword and ends it by playing with her two beautiful little daughters. She loves solving puzzles and if possible would buy all gadgets this world can produce.
Arti did her bachelors in Information Systems from BITS, Pilani, India and went to Indian School of Business, Hyderabad, India to study management. She has a specialization in Technology & Marketing.
Arti is a founding member of Customer Experience Professionals Association (http://www.cxpa.org). The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices. Its members are individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.
Customer issues are opportunities. Work on them and you would have lifelong Customer advocates.
An engineer by training, a manager by profession, the majority of Dave’s working career has been spent in management within the engineering industry. During this time he gained significant experience within highly demanding and challenging environments and has developed, through necessity, into an effective thinker and achiever offering proven strategic planning, project management, facilitation, coaching and communication skills.
Focus
“My ability lies in bringing the best out of people so that they go on to achieve greater and better things. When this is aligned to organizational development the results can be extraordinary. I have a particular interest in business improvement and the part leadership plays in this. What do I get from my working life? I can honestly say I learn something different every day. When I get some time off I enjoy spending time with my children and grandchildren – they never fail to surprise me. I love sport, in particular football and hold a coaching license with The Scottish Football Association. I live in a converted Blacksmith’s workshop that along with the large garden requires lots of tender loving care.”
Specialties
Business improvement
Board Facilitation
Consulting, facilitating and managing of organizational development projects
Facilitating organizational development processes e.g. strategy work, visions etc
Facilitating project start ups, issue resolution and problem solving sessions
Technical development e.g. models in line with client requirements
Training sessions in team development, leadership, coaching, facilitation and project management
Experience
Program Manager for cultural change initiative involving 6700 employees, UK
Internal Consultant co facilitating a Business Process Re-engineering project
Business start up for a rail rolling stock refurbishment company, UK
Project Manager for engineering projects, £13 to £26 million
Recent Assignments
Strategy work with boards in the manufacturing, engineering, construction, oil, rail and logistics industries
Consulted with and facilitated the development of various organization’s vision and strategy
Project delivery improvement
Facilitation of improvement programs
Developed the in-house capability for what was the largest JV in China to shape the company culture, values and methods of working together
Development and delivery of Executive & Talent development programs
Lead consultant on development of the Coverdale Change model and Approach to Change
As part of an internal project managed the set up of Coverdale China as a new business venture
Lectured on the Beijing International MBA, Peking University
John brings with him 40 years of rich experience with organizations like Hindustan Unilever, TVS, PepsiCo etc. His work with these organizations revolved mainly around Sales, Marketing and General Management.
John’s last assignment was as the Managing Director – SAARC Region with Dyansys India P Ltd., the Indian Subsidiary of Dyansys Inc., USA, a medical equipment start up in the Silicon Valley. John started his career with Hindustan Unilever, the FMCG giant in India, in sales department and spent the next 20 years there working in Detergent, Personal Products and Animal Feeds divisions of the company. He was part of the core team of the company, which laid the foundations for its New Personal Products Division.
John’s exposure to consumer durable industry came from working for TVS Whirlpool marketing fully automatic washing machines. A nascent market and a sluggish economy grossly affected the launch and further growth of the product. Through innovative sampling programs and extension of distribution width, John not only was able to take the product sales by over four times in two years but also established the concept of fully automatic machines which created market leadership for the brand.
John spent eight years with TVS Electronics, marketing computer peripherals. A shift in printing technology and erosion of prices had plagued the company leading to stagnant top line for three years. Under John’s leadership, a new set of initiatives in New Product Launches, price protection policies and an innovative retail sales program which enlisted over 2500 reseller partners, helped the company more than double its top line in less than three years. The company went on to gain and retain the leadership share in the market. He headed Maxworth Country, a company involved in creating an Eco Tourism Village in the hills of Kodaikanal. John also had two short stints, one with Pepsi Co India and Inabling Technologies, a Telecom Start up.
His vast exposure to different distribution systems helps him to understand the nuances involved in each case and design new and effective sales and distribution processes for varied business, to ensure high sales productivity and lower distribution costs.
John believes in “people power” and is passionate about helping people succeed by focusing on their strengths to get maximum traction in their endeavors. Long years in the sales & marketing have helped him learn the need to have constant focus on the customer and make every touch point with the company lead to customer delight. He believes that the best sales person for any company is the customer himself!
Training and coaching Sales personnel is another area of passion for John who believes that his calling is to learn, teach and leave and legacy wherever he is involved.
John holds a science degree from the University of Madras, India. He currently trains, coaches and advises large corporate houses in India in the areas of Sales & Distribution Management, Sales Turnarounds and Customer Retention strategies.
