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Bawa Grover

Manager Partner, Hexagon Consulting, Grover is an entrepreneurial leader with deep subject matter expertise in areas of Customer Service Excellence & customer Experience management, innovation & technology, Organizational due diligence, development & risk and compliance management, outsourcing/off shoring to name a few

Latest Articles By Bawa Grover

Is Banking Disruption On?

Bawa Grover

Just like the brick & mortar retail sector, banking in India has to change radically or get prepared to be disrupted.

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Measuring Customer Satisfaction: The Effectiveness Speedometer Of Organisations

Bawa Grover

First step in measurement is to understand customer expectations clearly- and then determine how the organization stacks against the same (as perceived by the customer or user), besides seeking specific feedback to improve.

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Power Shift: The Age of Customer Experience

Bawa Grover

The decade is witnessing metamorphosing change and the biggest challenge faced by leaders, organisations is to stay competitive and survive amid constant turbulence and disruption.

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Power Shift- The Age of Customer Experience

Bawa Grover

A consumer now, has unlimited information, expanded choices and are connected as compared to previous era of limited choices and information where consumers were in silos, independent of each other

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