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We write about financial industry trends, the impact of regulatory changes and opinions on industry inflection points. https://www.acuitykp.com/

Published on August 26, 2021 by Avinash Saxena

Unlocking organisational success with the Voice of the Customer programme (an 8-part series) This is part 8 of 8 our comprehensive series of blogs on the Voice of Customer.

In this final edition of our VoC series, we look at the importance and ways of maintaining the momentum of VoC surveys. Keeping up the momentum is key; several organisational initiatives often start with much fanfare but quickly fade when the momentum is not maintained. The VoC programme, too, has to run efficiently, but with the agility to adapt to changes. …


Published on August 24, 2021 by Rahul Kajla

Until recently, India’s online gaming industry was unexplored territory. Digital gaming was largely enjoyed using expensive consoles — the toys of a select few. However, the country has now not only taken to online gaming in a big way, but also become the second-largest market for mobile gaming (based on app downloads), ranking among the top five mobile gaming countries in the world. With a projected user base of 628m+ gamers in 2021, the country’s nascent industry is witnessing exponential growth. Google-KPMG expects the market to be worth USD1.1bn in 2021; investment…


Published on August 19, 2021 by Vandana Ahuja

Unlocking organisational success with the Voice of the Customer programme (an 8-part series) This is part 7 of 8 our comprehensive series of blogs on the Voice of Customer. Stay tuned for more blogs.

In part 6 of the series, we learnt in detail the processes of acting on Voice of the Customer feedback-closing the inner and outer loops. This blog talks about how the primary objective of closing the loop is to convert passives and detractors to promoters and the steps that need to be taken to realise this.

The primary…


Published on August 16, 2021 by Allen Richard Pais

A return to diplomacy, multilateralism, rebuilding alliances — NATO, rejoining the World Health Organization and other United Nations agencies — and signing the Paris climate treaty were some of the key themes of the first presidential speech on foreign policy. The president also highlighted efforts to align the country’s diplomatic programme with the country’s interests. The initiative to provide a billion doses of the COVID-19 vaccine to Southeast Asia in collaboration with its allies to counter China’s influence is a major step in this regard 1. …


Published on August 13, 2021 by Anup Dhanuka

The Egyptian Stock Exchange tumbled further in early July after Ethiopia announced starting a second filling of the Grand Ethiopian Renaissance Dam’s (GERD’s) reservoir on the Nile River, according to Reuters. The EGX 30 has been one of the worst-performing indices YTD. The underperformance could partially, if not entirely, be attributed to the GERD issue. The firm stance of key countries Egypt, Sudan and Ethiopia has led to a stalemate, with the issue now being discussed at the UN Security Council, much to the dislike of Ethiopia, which does not want any…


Published on August 12, 2021 by Sanjay Malik

Unlocking organisational success with the Voice of the Customer programme (an 8-part series) This is part 6 of 8 our comprehensive series of blogs on the Voice of Customer. Stay tuned for more blogs.

So far in this series, we have seen how organisations can adopt VoC programmes and how these can make an impact across departments. In this blog, we focus on the process of acting on VoC feedback, generally referred to as “closing the loop”, which means much more than just responding to feedback. It outlines the strategy for customer…


Published on August 6, 2021 by Sreeram Ramesh

Public-company executives discuss corporate performance and expectations with analysts on earnings calls. With the help of technology, these calls are converted into transcripts for future reference. Earnings call transcripts provide vital information on a company’s performance and market dynamics, and a glimpse of company executives’ views. However, the unstructured nature of these transcripts has until recently made it difficult to analyse them in a scalable manner. The recent progress in financial data science, though, has made such analysis possible.

It is taxing for an analyst or portfolio manager to physically listen to…


Published on August 5, 2021 by Vandana Ahuja

Unlocking organisational success with the Voice of the Customer programme (an 8-part series) This is part 5 of 8 our comprehensive series of blogs on the Voice of Customer. Stay tuned for more blogs.

We learnt in Part 4 of this series about key metrics and KPIs used to determine the performance of the customer experience programme. This blog shows how all departments/lines of business (LOBs) are driven by the VoC programme and how it has helped companies improve and evolve over time.

Perspective

Companies that have adopted the VoC approach see that…


Published on July 30, 2021 by Faisal Riyaz

The environmental crisis is upon us, and there is global consensus that inaction today will lead to breakdown of the natural order and great hardships for the future generations. Many developed countries have already announced climate targets and strengthened environmental regulations to reach their short-term and long-term goals. Chinese President Xi Jinping pledged in September 2020 that China would reach its peak carbon emissions by 2030 and carbon-neutrality by 2060 (called the “30·60” targets). This March, at the annual “Two Sessions” political meetings, China adopted the 14th Five-Year Plan (2021–25) that includes…


Published on July 30, 2021 by Raman Kumar

A key function of the market research industry is to help organisations draft dynamic product or service profiles that match the expectations of consumers. As reported by The Business Research Company, the global market research industry grew at a CAGR of 2.6% from 2015, reaching a value of USD75.76bn in 2019. However, it declined to USD73.94bn in 2020 amid the lockdowns and social distancing norms implemented due to the COVID-19 pandemic. The market research space managed to do fairly well despite the pandemic because of its capability to operate completely online and…

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