Introduction

The global sourcing market in India continues to grow at a higher pace compared to the IT-
BPM industry. India is the leading sourcing destination across the world, accounting for
approximately 55 per cent market share of the US$ 185-190 billion global services sourcing
business in 2017-18. Indian IT & ITeS companies have set up over 1,000 global delivery
centres in about 80 countries across the world.
India has become the digital capabilities hub of the world with around 75 per cent of global
digital talent present in the country.
Market Size
India’s IT & ITeS industry grew to US$ 181 billion in 2018-19. Exports from the industry
increased to US$ 137 billion in FY19 while domestic revenues (including hardware) advanced
to US$ 44 billion.
Spending on Information Technology in India is expected to grow over 9 per cent to reach
US$ 87.1 billion in 2018.*
Revenue from digital segment is expected to comprise 38 per cent of the forecasted US$
350 billion industry revenue by 2025.
Investments/ Developments
Indian IT's core competencies and strengths have attracted significant investments from
major countries. The computer software and hardware sector in India attracted cumulative
Foreign Direct Investment (FDI) inflows worth US$ 35.82 billion between April 2000 to
December 2018, according to data released by the Department of Industrial Policy and
Promotion (DIPP).
Leading Indian IT firms like Infosys, Wipro, TCS and Tech Mahindra, are diversifying their
offerings and showcasing leading ideas in blockchain, artificial intelligence to clients using
innovation hubs, research and development centres, in order to create differentiated
offerings.
Some of the major developments in the Indian IT and ITeS sector are as follows:

 Nasscom has launched an online platform which is aimed at up-skilling over 2 million
technology professionals and skilling another 2 million potential employees and
students.
 Revenue growth in the BFSI vertical stood at 6.80 per cent y-o-y between July-
September 2018.
 As of March 2018, there were over 1,140 GICs operating out of India.
 PE investments in the sector stood at US$ 2,400 million in Q4 2018.
 Venture Capital (VC) investments in the IT & ITeS sector stood at US$ 53.0 million
during Q4 2018.

Government Initiatives
Some of the major initiatives taken by the government to promote IT and ITeS sector in
India are as follows:
  The government has identified Information Technology as one of 12 champion
service sectors for which an action plan is being developed. Also, the government
has set up a Rs 5,000 crore (US$ 745.82 million) fund for realising the potential of
these champion service sectors.
 As a part of Union Budget 2018-19, NITI Aayog is going to set up a national level
programme that will enable efforts in AI^ and will help in leveraging AI^ technology
for development works in the country.
 In the Interim Budget 2019-20, the Government of India announced plans to launch
a national programme on AI* and setting up of a National AI* portal.
 National Policy on Software Products-2019 was passed by the Union Cabinet to
develop India as a software product nation.

Achievements
Following are the achievements of the government during 2017-18:

 About 200 Indian IT firms are present in around 80 countries.

 IT exports from India are expected to reach highest ever mark of US$ 126 billion in
2017-18.
 Highest ever revenue was generated by Indian IT firms at US$ 181 billion in 2018-19.

Road Ahead
India is the topmost offshoring destination for IT companies across the world. Having
proven its capabilities in delivering both on-shore and off-shore services to global clients,
emerging technologies now offer an entire new gamut of opportunities for top IT firms in
India. Export revenue of the industry is expected to grow 7-9 per cent year-on-year to US$
135-137 billion in FY19. The industry is expected to grow to US$ 350 billion by 2025 and
BPM is expected to account for US$ 50-55 billion out of the total revenue.
 The technology is evolving at a fast pace, following Moore’s Law of increasing the capacity
and speed of the microprocessors every two years. Today customers acknowledge and
appreciate companies who stay abreast & upbeat about the latest developments.
Innovation is the key growth driver for any organization, which plans to develop itself in
today’s world. But they also need to consider the financial aspects i.e. the costs involved
in the process.
Technology is an enabler of innovation, drives efficiencies and leads to competitive
advantage. Yet, there are some ifs & butsto it. IT complexity is a big challenge and in
order to sustain organizations have to invest and maintain complex IT infrastructure. They
need to simplify it and make it relevant for their businesses.
The traditional CIOs can no longer remain information officers but need to grow as
innovative officers. We need to stay updated with the latest advancements, which holds
relevance to our business domains.
The Gartner Priority Matrix suggests that over a period of time, the benefits associated
with a technology and time required for mainstream adoption of the technology both
have changed drastically. It proposes that Big Data, Cloud Computing, Extreme
Information Processing and Management, In-Memory DMS and Media Tablet will take just
another 2-5 years to be adapted in mainstream. In contrast, Quantum Computing, Mobile
Robots, IoT, 3D Printing etc. will take about next 5-10 years or more to become popular
among the masses.
Organizations can understand and learn about the new technologies and their implications
by considering few tips and steps to bring in the change!

 Identify a technology policy: The organizations are required to chart out a long term IT
strategy in line with its business objective and relevance. This helps to figure out the
future course of action and understand technology path to pursue.
 Prepare a technology framework: Once the policy has been identified, analyze the
technology available in the market, figure out its implications with respect to business &
customer domains and align it accordingly.
 Initiate a technology association: The individuals passionate about technology
developments can discuss and in tandem with R&D department start the adoption
process. They will be able to educate the others in the organization about the benefits
associated with the technology.
 Give R&D department a free hand: The department should be allocated a budget to take
on research activities and implement the technology in their processes.
 Move ahead in small steps: The technology can be implemented in few specific functions
to measure the effects and identify the challenges to be addressed. They should
undertake POC projects to showcase their capabilities; undertake recognized
certification courses and complete few sample projects. During all this activity, the
organization should least consider about the financial feasibility, if they plan to move
ahead and grow in this technology sphere. The departments can undertake pilot projects
 to understand the market opinion about the changes incorporated. This will help to draw
inferences for further course of action.
 Upgrade your knowledge: The various social platforms and trade shows help to gather
information about the technology innovations, market utilization and success rate etc.
They provide first hand exposure and the concerns can be resolved as well. It helps
understand the best practices and showcase our own product features for potential
customers.
 Infuse new talent: Acknowledge the new employees and their expertise in the emerging
technologies. They will help gain an upper hand in technology exposure for the
organization.
 Be passionate about technology: Accept challenges as an opportunity to improve and
outshine competitors. Have an inquisitive attitude towards new emerging technologies.

#1 Choose your new tech tools carefully

Ensuring employee adoption doesn’t begin with training programs after you’ve rolled out a
new solution. In fact, the success or failure of your new program begins with the technology
you’ve chosen, and why you’ve chosen it.

Ask yourself the following questions whenever you’re contemplating adding a new tech tool
to your stack:

 What organizational benefits does the tool provide? Certainly, you wouldn’t
implement a new tech tool if it didn’t offer something of value to your company.
Take the time to quantify these benefits early on in the process and create a
comprehensive business case for your tool. Doing so will help you form the “sales
pitch” you’ll use later on to get your employees on board.
 What employee pain points will the tool resolve? Another key component in your
ability to onboard employees will be convincing them that the new tool you’re
adding will make their lives better. Talk to several people to get a fuller
understanding of how your proposed tool will help.
 Do my employees have other pain points they’d consider to be higher priority? If
the tool you hope to adopt will solve one set of pain points you’ve identified, yet
your employees would rank another set of issues as more painful, your onboarding
efforts will – understandably – stall.
 What resources will be required to roll out this product successfully? How much
productivity will you lose in the changeover? Will you need to pay for additional
 training or support resources? Consider these investments in light of your expected
benefits to be sure the trade-off makes sense.

As the old saying has it, “time and tide wait for nobody”, and nowhere is that truer than in
the way that new technologies emerge. Of course, it can’t be ignored, especially in business:
You need to adopt new technology in your organization or risk falling behind your
competitors.

However, when you adopt it, then you also have to ensure that your workforce has no
problems adapting to technological change. Some people, such as millennials, are quick
with picking up new things, but some of your employees might not be as confident.
So, how can you help your staff go about adapting to new technology? What steps can you
and your organization take to ensure that all your employees get the maximum leverage out
of the changes you are introducing?

Here are a few tips to point the way:

Have an eye on the goal

When introducing new technology into the workplace, it is surprisingly easy to forget about
why it’s being introduced in the first place. How does any technology actually help your
organization achieve its targets and goals, or support its mission statement?
There’s nothing more confusing and irritating for an employee than change for change’s
sake. If the purpose of a new app or piece of software is not apparent, then it already
presents a cognitive issue to your team.

Bearing this in mind, the first rule for you and your IT team to consider is this: How will this
technological change uphold the company’s goals? What degree of disruption will it cause
to current systems and processes? And how fast can it be rolled out, implemented and fully
adopted?
If you can’t come up with clear answers to these, then how will you be able to explain the
changes to your employees?

Explain and Train

The key to helping employees deal with change in the workplace is clarity – that is, being
able to explain what the changes are, why they are necessary, how they will be
implemented, and how they are positive and will benefit everyone. That’s why it’s crucial
that when you are in the process of introducing upgrades to the business, you have
appropriate information and training systems in place.
That’s where your Learning and Talent Development Platform really comes into play.
Ensuring that your employees have access to reliable information updates and training in a
safe environment while they’re adapting to technology in the workplace is the best way to
ensure that each employee can really engage with the changes you’re bringing in.
The other great thing about having a Learning and Talent Development Platform is that each
employee will be able to engage at their own pace. This is really important, as some workers
will be able to adapt to the changes faster than others, while others who may be more
hesitant or uncertain about technology in the workplace will have the space and time to
become more confident.
But what if the new technology you’re introducing is actually a Learning and Talent
Development Platform? You’ve still got to explain, train and clarify. Show your team how it
will support them in work. Explain how it’s accessible from any device, any time. Sell the
fact that each person is in charge of their own learning, and that the training they receive is
customizable to the goals and aims outlined in their performance reviews.
The more that we understand something and the more we feel ownership, especially in the
area of novel technologies and approaches, the greater we engage with the process.

Feedback, Progression, and Innovation

One useful thing to do when managing change in the workplace, especially with those who
aren’t too sure of the changes, is to ensure that you have robust feedback mechanisms in
place. The simple fact of knowing that your ideas and suggestions will be listened to is often
enough to boost engagement.
You’ll have to be prepared for both positive and negative feedback, however: Introducing
fresh tech will almost inevitably come with some issues and teething problems or may
conflict with established systems and practices.

It’s crucial to listen to critical views and appraise them accordingly. After all, your
organization is all one team with a common aim, so it’s important that no one is left out,
especially your older, longer-serving employees who may find all these developments a bit
daunting.
Another way to deal with change is to demonstrate how it makes progression – that is,
their work systems and workflows – become easier to handle. This is where your early
adopters can help. If they can demonstrate, in real world situations, how the new
technology makes things smoother and faster, it’s far more likely to lead to greater uptake
and enthusiasm, even in those who may have been somewhat skeptical.
For example, the rise in cloud-based office applications has taken off stratospherically,
because it makes collaboration on documents and presentations so much easier and
smoother – there’s no more pinging documents back and forth via email, with multiple
versions of the same thing here and there. Now, everyone can access the same thing and
make changes in real time.
Finally, a great way to get your employees to engage with and adopt new technology is to
encourage innovation, or in other words, get them to play with it! Quite often a new piece
of technology is introduced and people start using it in novel or unexpected ways.
A good example (from quite a while ago) is the way in which everyone used their mobile
phones to text rather than make phone calls, or how social media apps have made for novel
networks of corporate backdoor communication. Let your employees work out how
the technology works best for them and their teams – you may discover that they use it in a
way that benefits your organization overall.

Conclusion

Innovation and change can make anyone apprehensive, especially for employees who have
become accustomed to doing their work in a particular way and may resist new technology.

However, if you plan carefully and deliver your training in a fun and engaging way, you’ll
find that adoption and adaptation are a much smoother process. Hand the ownership of the
technology to your employees and let them put it through its paces, give feedback to you
and work out how to maximize its usefulness: You’ll soon find that everyone gets on with
The New!
 10 Customer Satisfaction Tips.

Customer satisfaction is a business goal for every brand and a key to success – so if you’re
reading this article right now it means you probably agree with this statement. While it is
relatively easy to say, it is much more difficult to maintain and actually keep your customers
happy and satisfied with services or products you provide. Today, we are going to show you
10 useful customer satisfaction tips and tricks to win your customer’s hearts and loyalty.

1. Hearing is not enough. You need to listen.

Stop treating feedback as your curse – take it as a blessing.

Listening to your customers and meeting their needs is essential and can be really beneficial
for your brand. How else can you know what they want than from their feedback? But
listening is not enough if you don’t respond to your clients. It is crucial to gather and process
customer feedback to implement the requested changes and develop your company.

2. Be responsive.

Response time is crucial in many industries. Don’t even try to disagree – no one wants and
likes waiting for an answer. Put some focus on how prompt the answers are, not only on their
quality. If they are not quick enough, work on it or even consider hiring another person to
help you to keep customers happy. The faster you reply the better job you do for your brand.
Time matters pretty much everywhere but in this particular case – even more.

3. Be a human, not a machine.

In an era of marketing automation, any kind of personalisation is warm welcomed. While

answering your customers’ questions or solving their complaints, try to show some human
face instead of using boring templates. Speak their language and try not to refer to company’s
FAQ or, what’s worse, to company policy which is very often not the easiest one to
understand.

4. Get to know your customers.

It’s worth knowing a bit more about your customers – not only in terms of CRM and tracking
their activities but also about their personal side. You can surprise them with customized note
or product for some special occasions. This way you will not only affect their customer
experience and loyalty in a positive way (so much that they can become natural brand
ambassadors), but also an overall review of your brand.

5. A Happy employee is a happy customer.

In all this rush for happy customers don’t forget about your employees who provide (an
excellent, we hope) customer service. If they are satisfied with what they do, they show some
love and make people love your brand too. So, while you’re keeping an eye on providing the
best quality of services to your customers, take care of people who provide it as well.
6. An issue is important, but a customer is more important.

Never let an issue or problem overtake your customer and its needs as for its importance. If
something got broken, don’t blame your customer or don’t imply that they use your products
in a wrong way. Try to make their needs and remember that in business it’s a customer who
is the most important (and always right, too). It is always worth going an extra mile for
customers and leave them not only satisfied with a solution but delighted by customer service
they experienced.

7. Build your brand awareness.

Great customer service should go in pair with great, high-quality communication that puts
you in a position of an expert in the industry. Added value in the content you share, in a form
of e.g. knowledge base articles, tips, tricks, services updates and special offers can keep your
customers satisfied, happy and most of all loyal.

8. Keep organized.

To make your customers fully satisfied, each and every part of your company should
collaborate with one another. Keeping your customers happy depends not only on the quality
of your customer service crew but also other departments such as those responsible for
production. You need to ask yourself, “would they handle a particular number of orders?” or
“are they really delivering the best quality?”. Only when all the gears in your company are
well oiled and tightly connected you can expect the best results.

9. Measure and improve.

There’s not a single thing in the world that couldn’t have been done better. The same rule
applies to customer service. Setting up some business goals, linked with customer service, as
well as KPI, would help you keep on track all efforts for making customer satisfaction grow.
Ther is no place for sentiment here – as long as it is not an overall customers sentiment that
could be measured e.g. by using surveys. In our article, you can find out 5 crucial customer
satisfaction metrics that are essential for measuring. On the othe hand, this one will help you
in measuring customer satisfaction.

10. Make this journey comfortable for both.

If your customer comes with an issue on Facebook, try not to direct them and force to make
a phone call or write an e-mail. They reached you on social media because it is the most
comfortable way for them to communicate. Offer them some choices instead of one solution.
Give them some information when the problem could be solved instead of keeping them in
suspense. Offer them services that you would demand from others.