Ashish VaziraniPrincipal,ZS Associates
John DeSarboPrincipal,ZS Associates
Bhargav ManthaManager,ZS Associates
Kyle HellerManager,ZS Associates
During a recent discussion, the head of HR at a leading software and information services company introduced the COO to me as “chief enabler.” The COO cleverly responded, “I thought I was the chief enforcer.” I added that both were certainly true, but that operations also has two other E’s that should define the role: effectiveness and efficiency.
I went on to share my perspective with the COO and head of HR that the role of operations is to address each of the first four E’s—effectiveness, efficiency, enablement and enforcement—to ultimately improve customer and partner engagement.
A prospective client recently lamented that his company doesn’t have the capabilities and processes in place to ensure delivery of a consistent, high-quality customer experience across a range of channels. This got me thinking about the best ways to connect customer experience and go-to-market (GTM) strategy.
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