Bala Viswanath

🎓 Exciting Update! 🎓 Amidst the joys of parental leave, I seized the opportunity to delve into the world of AI by completing an AI Application for Growth course from Northwestern University - Kellogg School of Management - Executive Education! But what sets this course apart? Here's a glimpse: - Gain insights into how both established companies and start-ups are leveraging AI to disrupt industries and gain a competitive edge. - Understand the tangible business applications and outcomes achievable through AI. - Navigate the complexities of AI implementation, from strategy development to ethical considerations. This journey not only allowed me to invest in my professional growth but also sparked a newfound passion for innovation in my role. I extend my heartfelt thanks to Mohanbir Sawhney for his invaluable contributions to my learning experience. Although our interactions were limited, the insights and industry knowledge you shared during those moments were truly invaluable and greatly appreciated. I would also like to express my gratitude to the program leaders, Dr Tayo Olabumuyi, P.E., Danny Malter, Alonso Hurtado, Edmund Sefton for their unwavering support and guidance throughout the course. Your insights and encouragement played a significant role in helping me navigate this learning journey with confidence and determination. Here's to embracing new challenges and staying at the forefront of technological advancements! #AI #ProfessionalDevelopment #ParentalLeaveSuccess #ContinuousLearning #CareerGrowth

76

9 Comments

Cultural Transformation in complex organizations is by design responsive to what was already there and effective. “So it is most important to understand becoming Agile was not the focus of the NatWest Ways of Working Transformation, it was focused on aligning all the work and people around delivering the best customer experience possible and becoming a flexible organisation. The key characteristics of this Ways of Working Agile Transformation is that it did not change everything as there were already many good practices in place. What it did was try to establish a clear relationship model between what already worked and replacing the Target Operating Model previously localised in Business, Change and Technology to become Customer Experience focused and ultimately to eliminate the change function over time.” #customertransformation #organisationaldesign #businesstransformation https://lnkd.in/e6nh-n7m

2

1 Comment

Organisations leveraging a well-defined data strategy can propel innovation, improve decision-making, and secure a competitive advantage. Data is integral to all employees, whether as producers, processors, or consumers, emphasizing the importance of training and development within a data strategy. A big thank you to Tiankai Feng for sharing valuable insights on the human aspects of a data strategy! #Data #DataStrategy #DataGovernance #DataManagement

126

1 Comment

Unleashing Data Intelligence: For our September episode of the Data Book Club we hosted a double feature from the New York bestsellers 'Algorithms to Live by' and 'Super Forecasting' for a masterclass on how to think, act and use algorithms to better forecast and predict in a changing world. The goal of forecasting is to foresee the future accurately and algorithms can help both humans and machines. We discussed how we need to adopt an optimistic sceptic outlook and think like a scientist. A few highlights and please check out the books for a whole lot more insight:   Forecasting & Prediction are a Skillset that you can improve🔭 🔹 It’s a systematic approach that requires breaking down questions into smaller components. Use techniques like fermi questions and calibrated questions to help reduce uncertainty. 🔹 Actively seek various perspectives, test opposing views and constructively challenge each other. 🔹 Continuously update predictions as new information emerges. Invest in your Data Inspired Mindset 🧠 🔹 Key factors to being data inspired include your ability to offset biases, precision in making predictions and maintaining a growth mindset. 🔹 Practical experience and consistent feedback are essential for honing your skills. Add Algorithms to your Problem-solving Toolbox 🧰 🔹 Algorithms contains a lot of problem-solving wisdom that can help you make good decisions, predicts probable outcomes and becomes a more productive individual in life and work. 🔹 From knowing when to choose with optimal stopping, when do you stick or twist with multi-arm bandit algorithms, be incrementally less wrong with bayes theorem, when to leave to chance with randomisation to persuading others with game theory and beyond. What are in your toolbox?   Finally, are you a fox or a hedgehog? 🦊 or 🦔    Our data book club is our member-driven community & haven for the inquisitive, passionate continuous learners and data enthusiasts. 📚 #databookclub #databookclub #forecasting #algorithmtoliveby #superforecasting #prediction #datainspired #dataanalytics

49

2 Comments

A concise discussion of the differences between, and importances of, strategy, implementation, and execution.

22

Hypothesis Testing: Impact of Training on Low-Performing Contact Centre Agents QA Scores - Uncovering Insights Through Data and Human Analysis In this post, I will explore how hypothesis testing, a critical data analysis method, can help us understand the true impact of training on performance. Objective: To find out if low-performing agents who’ve received training show improvements in their QA scores compared to those who haven’t. Hypotheses: * Null Hypothesis (H0): There’s no significant difference in QA scores between trained and untrained low-performing agents. * Alternative Hypothesis (H1): Trained agents have significantly higher QA scores than their untrained peers. Methodology: 1. Data Collection: Gather data on QA scores for the two groups:   * Group A: Low-performing agents who underwent training.   * Group B: Low-performing agents who didn’t. 2. Statistical Test: Use an independent t-test (or ANOVA if needed) to compare average scores between the groups for each metric. 3. Significance Level: Set at 0.05 (5%). A p-value below 0.05 means rejecting the null hypothesis. 4. Interpretation: A p-value under 0.05 suggests training made a significant impact, while a value above 0.05 suggests little to no impact. Conclusion: The results will reveal whether the training program truly boosts the QA scores among low-performing agents. It’s natural to assume trained agents would outperform their untrained peers. But what if that’s not the case? Imagine finding no significant difference or even untrained agents scoring higher. This surprising result highlights the critical role of data and human analysis in addressing real business challenges and guiding stakeholder decisions. This unexpected outcome raises some important questions: * Is there a gap in the training program that needs to be addressed? * Are there external factors influencing the performance of untrained agents (e.g., natural talent, prior experience, or work habits)? * Could the QA evaluation process be inadvertently favoring certain behaviors not emphasized in the training? While data offers these insights, human expertise is key to interpreting them. We need to ask: * Are we setting the right expectations in training? * How do different agents learn, and is our current method of training effective for all learning styles? * Are there other support systems (like coaching, peer mentoring or buddying) that might be more effective than formal training alone? This scenario highlights a core truth in contact centre. Data can guide us, but human insight gets us to the root cause. As decision-makers, we must combine quantitative analysis with a deep understanding of our people and processes to drive real, lasting improvements. Please check comment section to finish reading post 🙂 #CustomerExperience #DataAnalysis #ContactCenter #Training #QualityAssurance #Leadership #DataDriven #Banking #Fintech #CustomerService #PerformanceMeasurement #CustomerSuccess #HR

29

5 Comments

𝗪𝗮𝗻𝘁 𝘁𝗼 𝗸𝗻𝗼𝘄 𝘁𝗵𝗲 𝘀𝗲𝗰𝗿𝗲𝘁𝘀 𝘁𝗼𝗽 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝘄𝗼𝗻'𝘁 𝘁𝗲𝗹𝗹 𝘆𝗼𝘂 𝗮𝗻𝘆𝘄𝗵𝗲𝗿𝗲 𝗲𝗹𝘀𝗲? The first episode of The unscripted lessons from Leaders is a goldmine for anyone looking to supercharge their career growth! In our first Episode, we discussed with Rohit Chatter, Chief Software Architecht Walmart Global Tech India 1.⁠ ⁠Early career motivation 2.⁠ ⁠Challenges scaling teams 3.⁠ ⁠Adapting to roles 4.⁠ ⁠Architectural considerations & frameworks 5.⁠ ⁠Leadership lessons as CTO And here are some of my favourite takeaways:  1.⁠ ⁠𝗔𝗱𝗮𝗽𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴: Continuously learn and adapt to stay relevant in your tech career. 2.⁠ ⁠𝗜𝗻𝗳𝗹𝘂𝗲𝗻𝗰𝗶𝗻𝗴 𝗪𝗶𝘁𝗵𝗼𝘂𝘁 𝗔𝘂𝘁𝗵𝗼𝗿𝗶𝘁𝘆: Build influence and trust to lead effectively without direct authority. 3.⁠ ⁠𝗜𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗮𝗻𝗱 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿𝗶𝗻𝗴 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻: Collaborate closely between product and engineering for successful outcomes. 4.⁠ ⁠𝗪𝗼𝗿𝗸-𝗟𝗶𝗳𝗲 𝗕𝗮𝗹𝗮𝗻𝗰𝗲 𝗮𝗻𝗱 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Set clear boundaries to maintain productivity and well-being. 5.⁠ ⁠𝗘𝗺𝗯𝗿𝗮𝗰𝗶𝗻𝗴 𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗶𝘃𝗲 𝗔𝗜: Use tools like ChatGPT to automate routine tasks and focus on innovation. Please watch the full video here - https://lnkd.in/grpDM3_U and let me your favourite takeaways in comments. 𝗦𝘁𝗮𝘆 𝗶𝗻 𝘁𝗵𝗲 𝗹𝗼𝗼𝗽! Follow us on LinkedIn to get the latest growth insights, sneak peeks into future podcast episodes: Pratham Maliwad Product Management & Growth Catalyst - https://lnkd.in/gJp4APtr

6

3 Comments

🌟 Why Simplification Initiatives Are More Important Than Ever Before 🌟 Whether it's about making processes more efficient 🔄 by eliminating redundant steps, reducing complexities 🛠️ with products and services to enhance 💡customer experience, or 💻 Consolidating tech stack to reduce the number of software applications and duplicate technology solutions to boost productivity and cut maintenance costs. No debate - Simplification Initiatives are crucial, but now, more than ever, organizations will need to simplify to remain agile and capitalize on advancements in AI, especially generative AI. Why? Because organizations🌐 that are burdened with legacy technologies and complex systems and processes have to exert significant effort😓 and spend more dollars 💵 to stay agile. In contrast, those with streamlined tech stacks and processes can adapt more easily and respond effectively to new opportunities. 💡🤖 Companies with modern, streamlined data tech infrastructures are better equipped to harness the potential of AI technologies. Simplified and efficient tech stacks mean lower costs for delivering advanced use cases and integrating AI capabilities across the value chain. This efficiency enables them to scale and deploy AI solutions more rapidly, impacting more processes and reaching more people. 📈 Here are some key considerations for running Simplification Initiatives: First and foremost, there is no one-size-fits-all approach to delivering simplification initiatives. The approach will depend on specific organizational objectives, priorities, and available resources. However, to maximize the impact of these initiatives, focus on three key strategies: Sequencing, Synergies, and Scalability. 🔢 Sequencing: The Art of Prioritization Prioritize initiatives to deliver the most value without causing major disruptions. Effective sequencing involves understanding goals, assessing impacts, and creating a clear roadmap. Organizations can achieve quick wins that build momentum by prioritising based on impact and feasibility. 🔗 Synergies: Leveraging Interconnectedness Identify and capitalize on opportunities where projects and resources can be pooled. Integrate similar processes across departments to eliminate redundancies and reduce costs. Collaboration and communication are crucial to uncover synergies and avoid wasted efforts. 📈 Scalability: Planning for future Design systems and processes to be flexible and accommodate future expansion without overhauls. Implementing scalable solutions helps organizations adapt to changing market conditions and business needs, ensuring the longevity of simplification efforts. Simplification is crucial for organizations to stay agile and competitive and capitalize on AI advancements, enabling innovation in a rapidly evolving technological landscape. My message is simple: "Simplify to Thrive and Innovate to Survive." #Innovation #TechTransformation #AI #GenerativeAI #Simplication #DataDrivenTransformation

21

For better or worse #Deepfake is set to disrupt every industry out there, so the question that arises, how can we maintain this fine balance between creativity, innovation and deepfake being used in fraudulent activities while implementing responsible #AI tools. #deeplearning #fraud

4

I'm often asked about where in the hype cycle is GenAI and how enterprises can effectively scale its usage. My response: While all technologies go through a journey in the hype cycle we're witnessing a whirlwind of innovation unlike anything before! 🚀 But to fully capture the capability at scale we need to strike a balance between risk management and bold experimentation that lets us uncover the unknowns so that we can create a path forward. And that's what gets me excited about RAG Models – a technique for advancing accuracy and reliability of GenAI models. For example, leveraging RAG internally for tailored employee training and beyond! Just seeing this visual from Alex Wang is a great reminder. I'm curious, what do you think about the capabilities of RAG in order to make it work reliably? 💬 #CIOInsights #GenAI #RAGModels #innovation #techleadership

685

32 Comments

"All Views are my own" 💥 Politics is not something to which you resort when management fails. It is, on the contrary, at the very heart of management.  – Prof. Simon Baddeley and Dr Kim James 🎉 “Ignite Women Leadership”, a 6 months flagship program at NatWest Group comes to an end. The training program helped me unpack a lot about myself. I have made many new friends, heard their inspiring stories and feeling more empowered today. Different modules of the session have been crafted in a sequence to unfold various layers, one by one, aimed to expose our best versions. The journey continues and now its time to implement and look at things from evolved lenses. The few important milestone sessions that helped us get here are - 🚩 Get to Know You - session set the foundations for our success by getting to know our cohort and the people we will be working with. 🚩 Authentic Leadership Brand - enabled us to play up to our key strengths for a powerful personal brand that provides credibility and influence. 🚩 Empowering Beliefs & Confidence - unwrapped how to explore the power of beliefs, identify and challenge the way we limit yourself, and learn how to feel more confident. 🚩 Dialogues Session - guided on how to prepare for our everyday dialogues. 🚩 Political Savvy - was the most impactful session and an eyeopener. This session enables us to progress as a leader with more impact and influence within our organisation. It changed the perspective on politics and a powerful read I would recommend for all who think "You can either be a good person, or you can play politics" - https://lnkd.in/gwEtcMYH 🚩 Powerful Presence & Impact - guides us to practise using the right body language to communicate powerfully and understand how our mindset influences our presence. 🚩 Crafting Your Career - was the concluding session that helped us map out where we want to go next with your career, and identify the support and resources needed to achieve it. Many thanks to leaders across Data and Analytics and Data Tech Platforms who supported and sponsored the nomination and continue to support Gordon Farquhar David Sansom Nishant Verma Karen Dewar Zachery Anderson Wilson Sinclair I am inspired by my cohort and extremely proud of them, as they candidly shared their experience that helped me be comfortable in a 6 month old organisation. I cherish the relationship I made during these months. Durga Balasubramaniam Swati Dhingra Deepika Gandhi Ramya Ganesh Arti Gangaiya Plara Madhok Aliktra M. Meghna Redhu Mona Tiwari Pooja Verma and most importantly our coach and trainer Shubika Bilkha, PCC for leading the sessions with absolute effectiveness.

34

12 Comments

Dive into my latest article where I share thoughts on contemplating whether to build a CMS from scratch or not. I unravel the complexities you may face and provide insights on how to navigate these challenges. If you're deciding for your project, this read is for you.

2

I recently learnt an important term called "psychological safety" - The 'S:Factor'! Conversation + S:Factor = Aligned and Progressive Outcomes Conversation - S:Factor = Conflict, Resistance and Friction Absence of the S : Factor based on our previous experiences with specific people, may prevent us from reaching out proactively, can impact meaningful collaboration and impair relationships. The absence of it in any conversation, puts us in a zone of threat. Evolution has left a clear mark on us, when we feel unsafe, it triggers a series of survival instincts, and with it myraid emotions : reactionary retorts, impulsive behaviour, angry outbursts, resentment , maybe even indifference. My experience with this started with at home :), with my son! A simple encounter, left me wondering how shifting the lens and adding the S: Factor in the conversation can change the context and contours of the conversation. It started with a simple conversation on enrollment for tutions , with my constant worry being, my inability to be persistent mother who worries about her kids study rigour. This was met with fierce resistance and confrontation ( did I miss stating my child is also a teen now), almost bordering an outburst. As with any teen mom - my first reaction was naturally to claim the right to being a parent and make dictative statements with an air of finality. But there was something wrong here, keeping teen impulses aside, this act shouldnt have evoked this strong an emotion. A bit more probling unveiled the real issue. It was not the action, rather the interpretation of intent. What I construed as my inabillity to monitor and therefore seek help was interpreted by him as his parents sending him a signal of incapability. Which was far from true. All it took was a little more probing, explanation and finally acceptance and mutual alignment (sort of!) And with this process I added that S-Factor in the conversation, which dropped resistance and increased alignment. While at home, I had the luxury of a full blown reaction to re-assess this, at work this disconnect is a lot subtler and often can get missed. Casual statements made, feedback given (all with the givers right intent), but if the signals received are incorrect, then the S: Factor is impacted, leaving the door wide open for the elephants of conflict, indifference, dissatisfaction and maybe even dissapointment to come in. Looking back in rear mirror, this S:Factor could have contributed to far more productive and progressive outcomes. And often, all it may have taken is a Pause and Check - did the signal I send , was the signal that was recevied. Was there enough of the S : Factor in this conversation? This approach definitely works in day to day interactions, there are however examples of effectivenness in extremely stressful situations as well. Plan to delve more on this, just about taken the lid off!!

32

3 Comments

My #10 substack newsletter is out. For this issue, I explored why people are moving to @bsky.app Then, I talk about books and novels I have finished reading and listening to. Subscribe to my substack and read on! https://lnkd.in/gvdAHQDV

2

https://lnkd.in/gpcKRtaU LEAN feeds the Product Transformation model. Focuses on Customer, defines value, helps to right-size and smooth out the flow eliminating WIP, and enables people to become more valuable through building skills to become adaptive. Yes, there's more to it...however it def improves workplace efficiency!!

10

Having previously been a consultant myself for more than 10 years, this guide is brilliant if you’re interested to get into consulting… https://lnkd.in/euYK_PDC “This guide is meant to help data engineers, software engineers, analysts, data scientists and other technical specialists break into consulting.”

33

2 Comments

Learning about Deming has led me to another incredible thinker - Russell Ackoff. Born in 1919, Ackoff is best known for his contributions to Systems Thinking. In one of his lectures,"From Mechanistic to Systemic Thinking" (https://lnkd.in/gE-Xh5ia), Ackoff discusses systems and the difference between analysis and synthesis. He explains that the essential properties of a system are unique to the system as a whole. These properties arise from the interactions between the parts of the system. In other words, a system is more than the sum of its parts; it is the product of their interactions. At first glance, it might seem logical to understand a system by breaking it down into its individual parts and studying each part separately. This approach is called ‘analysis’ - basically, divide and conquer. But when you take a system apart, it loses its essential properties - just like a steering wheel on its own can’t ‘steer’. In the 1950s, it became clear that analysis alone couldn't fully explain a system. This led to the development of another method of thinking - synthesis. Instead of breaking a system down into parts, synthesis looks at the system within the context of the larger system it operates in and tries to understand its role within that larger system. Ackoff explains that analysis produces "know-how," or knowledge - like instructions. However, knowledge alone doesn’t equal understanding. Understanding comes from explanations, which tell us why things work the way they do. Synthetic thinking helps us understand the role or function of a system within a larger system, providing deeper insights. Ackoff’s insights emphasise that to truly understand and improve systems, we must consider both their individual components and their roles within larger systems. This holistic approach, known as systems thinking, is essential for driving meaningful change and innovation. Almost everything can be thought of as a system, making it fascinating to learn about different approaches to understanding them. I’m thoroughly enjoying this learning journey, inspired by pioneering thinkers like Russell Ackoff and W. Edwards Deming. Thanks for the recommendation, Tom Coupland! #SystemsThinking

30

4 Comments

On one hand, Sam Alman, Sundar Pichai, Mark Zuckerberg, and Musk tell us that they take the threats from an AI explosion to society, economics, climate, and humanity very seriously and to trust them to build the right safeguards that prevent AI from causing harm. On the other hand, they won't help us by giving even the slightest hint of what to expect from their releases in the next 6 months. You are either a corporation aiming to make more money than your competitors, or a force for good, for all of humanity. Choose! #Bigtech #AI #AGI #Ethics

30