Baiju Samuel
Chief Strategy and Transformation Officer at DOHA BANK
Baiju is a seasoned leader with over 2 decades of experience in driving strategic initiatives and leading digital and business transformations within the financial services industry. Throughout...
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- Digital Banking Innovation: Strategies for transforming financial services
- Business Transformation Strategies: Effective approaches to organizational change
- Agile Development Practices: Implementing agile methodologies in projects
- Design Thinking for Customer Experience: Enhancing user engagement through design
- ESG Integration in Finance: Embedding sustainability in banking operations
Meet the mentor
Tricky Workplace Situation Handled
- The best course of action for me as a class teacher is to promote and assist a new student in joining a extra curricular activity which can be a acting or drama classes, debate team etc. I will emphasize their growth and development over rewards
- It is critical that I educate myself, actively listen, be polite, ask questions, and establish deeper connections on a personal level.
- Initially I struggled. But, then I thought that it may be a chance to learn about different cultures, obtain fresh ideas, and strengthen relationships with individuals from various backgrounds. Also communicating successfully was difficult, especially due to language and cultural hurdles.
- I could have dedicated some time to taking them out to experience my culture, as well as exploring their culture with them.
- I've worked for multinational corporations with employees from all around the world. I've also worked in organizations that colleagues dominated by a certain culture. In just over a year, I hired and built a multicultural staff of 250+ members.
- Strategy Planning provides business leaders with a roadmap for achieving their goals and objectives, while also enabling them to respond to changing circumstances and opportunities. It helps to prioritize business goals and stay true to the objectives. The leaders can take informed decisions for business growth.
- It is important to have clear objectives and goals for any business. To achieve these goals, the business nees to prioritize and build a clear understanding of how they are going to achieve it. This helps business leaders to take informed decisions on where to put energy, resources, time and money for the the growth of business.
- ["It means 20% of the efforts will account for 80% of your results."]
- An Organization which has sustainable growth achieving financial goals and provide maximum returns to its shareholders. An Organization where employees will come back every day to enjoy their work. An Organization which is committed to serve Social needs.
- The purpose of building a MVP is to produce a version of the product with enough functionality which will satisfy early consumers while also help in gathering input from the users for future development. This also allows businesses to confirm their assumptions about the target market and establish if there is a real need for the product.
- The demands of the end-customer drive any product's development, and its development or production is based on real demand. Customer feedback sessions or market research might generate this need. For example, it may not be advantageous to develop a product such as fitness monitors, meal delivery services, messaging applications, or video conferencing software because these needs are already met by free options. For this exercise, I will build an app for individuals who are looking for mental wellness and consultation but fear to go to a therapist.
- It may not address 100% of the end-customer needs. However, the MVP should address the biggest pain point or urgent demands. Continuing on the example of Wellness app - There is a stigma associated with mental wellness, and many people are unwilling to meet with a therapist, but a mobile app may change this by offering a simple and accessible platform for individuals to obtain mental health treatment at any time and from any location. Individuals can use a mobile app to access therapy sessions, self-care resources, and community support without the stigma of obtaining traditional in-person therapy. This can aid in the removal of obstacles to mental health treatment and encourage more individuals to prioritize their mental health.
- It is vital to understand that mental health assistance is a developing concern throughout the world, with an increasing number of individuals looking for mental health services online. If a mobile app that delivers accessible, convenient, and effective mental health care satisfies the demands of its target audience, it has the potential to attract a huge user base.
- Option to initiate a dialogue with a therapist by coming out of the comfort zone. They can choose the experts from a group of consultants who addresses a specified need or area of concerns. To begin a conversation with a therapist, one must venture beyond of one's comfort zone. Customers can choose an expert from a pool of consultants who specialize in solving certain requirements or issues.
- (1) Products related to Wellness - Meditation Music, Yoga mats, Stones, Candles, Incense stick etc. (2) Anonymous chatrooms for people with similar struggles (3) Discount coupons for TedX talks
- (1) - Must Have (2) - Nice to Have (3) - Not necessary
- (1) Start by identifying the problem which you want to solve and the target market you are addressing (2) Identify the core and must have features that your product needs to address the problem and provide value to the end customer (3) Develop a basic prototype that can demonstrate the core features of the product (4) An important point which everyone tend to forget - Define the key metrics that you will use to measure the success of your MVP (5) Review the customer feedback, analyse the data and make necessary adjustments to bring in effectiveness.
- There are multiple topics which I can talk and share - Leadership, Problem Solving, Empathy, Creativity with disruption etc.
- The email from the customer is relatively clear in expressing the distress situation and their specific refund request. The customer remains polite throughout the message, which leaves a positive impression. As a customer agent, it would be important to understand the company's refund policy and assess the customer's eligibility for redund based on the circumstances described in the email. In such situations the customer agent should put extra effort to help the customer get his refund.
- Framework 3
- Empathy is important because it helps foster a positive customer experience and maintain a good relationship with the customer. The refund or exchange request may rise because of the product or service provided by the company may not be the best in class and as per customer expectations.
- Human behavior and emotions like politeness, empathy and thankfulness can't be depicted by AI tools. The personal and human connect is important while responding to a refund situation. The customer agents while handling refund requests should understand the customer's perspective. They should be able to give valid reasons for why the refund is an unreasonable request. If the individual is a habitual refund requester, he need to be politely warned e.g. he may not be eligible for future discounts or loyalty points etc.
- 1) Talk about the topic to spread awareness 2) Celebrate achievements of disabled employees 3) Inclusive - Make the disabled employees part of projects, engagements and seek opinions from them
- 1) Individuals are socially rejected and isolated. 2) The financial implications of them not able to lead a proper life. 3) Fear of being judged and discriminated.
- Emotions play an important role. Bring in emotions and showing empathy.
Tricky Workplace Situation Handled
- The best course of action for me as a class teacher is to promote and assist a new student in joining a extra curricular activity which can be a acting or drama classes, debate team etc. I will emphasize their growth and development over rewards
- It is critical that I educate myself, actively listen, be polite, ask questions, and establish deeper connections on a personal level.
- Initially I struggled. But, then I thought that it may be a chance to learn about different cultures, obtain fresh ideas, and strengthen relationships with individuals from various backgrounds. Also communicating successfully was difficult, especially due to language and cultural hurdles.
- I could have dedicated some time to taking them out to experience my culture, as well as exploring their culture with them.
- I've worked for multinational corporations with employees from all around the world. I've also worked in organizations that colleagues dominated by a certain culture. In just over a year, I hired and built a multicultural staff of 250+ members.
- Strategy Planning provides business leaders with a roadmap for achieving their goals and objectives, while also enabling them to respond to changing circumstances and opportunities. It helps to prioritize business goals and stay true to the objectives. The leaders can take informed decisions for business growth.
- It is important to have clear objectives and goals for any business. To achieve these goals, the business nees to prioritize and build a clear understanding of how they are going to achieve it. This helps business leaders to take informed decisions on where to put energy, resources, time and money for the the growth of business.
- ["It means 20% of the efforts will account for 80% of your results."]
- An Organization which has sustainable growth achieving financial goals and provide maximum returns to its shareholders. An Organization where employees will come back every day to enjoy their work. An Organization which is committed to serve Social needs.
- The purpose of building a MVP is to produce a version of the product with enough functionality which will satisfy early consumers while also help in gathering input from the users for future development. This also allows businesses to confirm their assumptions about the target market and establish if there is a real need for the product.
- The demands of the end-customer drive any product's development, and its development or production is based on real demand. Customer feedback sessions or market research might generate this need. For example, it may not be advantageous to develop a product such as fitness monitors, meal delivery services, messaging applications, or video conferencing software because these needs are already met by free options. For this exercise, I will build an app for individuals who are looking for mental wellness and consultation but fear to go to a therapist.
- It may not address 100% of the end-customer needs. However, the MVP should address the biggest pain point or urgent demands. Continuing on the example of Wellness app - There is a stigma associated with mental wellness, and many people are unwilling to meet with a therapist, but a mobile app may change this by offering a simple and accessible platform for individuals to obtain mental health treatment at any time and from any location. Individuals can use a mobile app to access therapy sessions, self-care resources, and community support without the stigma of obtaining traditional in-person therapy. This can aid in the removal of obstacles to mental health treatment and encourage more individuals to prioritize their mental health.
- It is vital to understand that mental health assistance is a developing concern throughout the world, with an increasing number of individuals looking for mental health services online. If a mobile app that delivers accessible, convenient, and effective mental health care satisfies the demands of its target audience, it has the potential to attract a huge user base.
- Option to initiate a dialogue with a therapist by coming out of the comfort zone. They can choose the experts from a group of consultants who addresses a specified need or area of concerns. To begin a conversation with a therapist, one must venture beyond of one's comfort zone. Customers can choose an expert from a pool of consultants who specialize in solving certain requirements or issues.
- (1) Products related to Wellness - Meditation Music, Yoga mats, Stones, Candles, Incense stick etc. (2) Anonymous chatrooms for people with similar struggles (3) Discount coupons for TedX talks
- (1) - Must Have (2) - Nice to Have (3) - Not necessary
- (1) Start by identifying the problem which you want to solve and the target market you are addressing (2) Identify the core and must have features that your product needs to address the problem and provide value to the end customer (3) Develop a basic prototype that can demonstrate the core features of the product (4) An important point which everyone tend to forget - Define the key metrics that you will use to measure the success of your MVP (5) Review the customer feedback, analyse the data and make necessary adjustments to bring in effectiveness.
- There are multiple topics which I can talk and share - Leadership, Problem Solving, Empathy, Creativity with disruption etc.
- The email from the customer is relatively clear in expressing the distress situation and their specific refund request. The customer remains polite throughout the message, which leaves a positive impression. As a customer agent, it would be important to understand the company's refund policy and assess the customer's eligibility for redund based on the circumstances described in the email. In such situations the customer agent should put extra effort to help the customer get his refund.
- Framework 3
- Empathy is important because it helps foster a positive customer experience and maintain a good relationship with the customer. The refund or exchange request may rise because of the product or service provided by the company may not be the best in class and as per customer expectations.
- Human behavior and emotions like politeness, empathy and thankfulness can't be depicted by AI tools. The personal and human connect is important while responding to a refund situation. The customer agents while handling refund requests should understand the customer's perspective. They should be able to give valid reasons for why the refund is an unreasonable request. If the individual is a habitual refund requester, he need to be politely warned e.g. he may not be eligible for future discounts or loyalty points etc.
- 1) Talk about the topic to spread awareness 2) Celebrate achievements of disabled employees 3) Inclusive - Make the disabled employees part of projects, engagements and seek opinions from them
- 1) Individuals are socially rejected and isolated. 2) The financial implications of them not able to lead a proper life. 3) Fear of being judged and discriminated.
- Emotions play an important role. Bring in emotions and showing empathy.
