It’s one of those business stories that needs to be documented.

Systematic Insights® (SI) is all about providing insight into the customer experience. Whether your company offers a product or a service, a positive customer journey is crucial to your brand’s success.

The ability to deliver result-driven strategies and goal-oriented outcomes is a valuable asset for incubating innovation in any industry. This month, we are featuring the leader responsible for Everise’s overall Information Technology function. Meet Ganapathy Subramaniyan, Chief Information Officer for Everise. In this interview, he shares his technologically driven expertise and a glimpse into his personal life.

A company’s culture greatly influences how successful it becomes. Building and managing this across borders and cultures makes it all the more challenging. This month, we are featuring the leader behind our award-winning people strategies, Sheena Ponnappan, the Chief People Officer of Everise. In our interview, she reveals how some of her experiences have shaped her into the fierce and fair person she is today.

At Everise, we are repeatedly asked by clients how they can improve their product life cycles, and our answer inevitably comes back to Systematic Insights® (SI). But the SI process doesn’t begin the moment a product hits the market.

As the year 2000 approached, then Microsoft CEO Bill Gates -- who at the time enjoyed near-Nostradamus status --  was asked about the most important technology developments to anticipate in the new century. One thing Gates described seemed highly improbable at the time: the idea that as internet bandwidth approached computer processing speeds, actual data computation and storage would take place farther and farther from the user.

As the novelty wears off, the realities that come with remote working are sinking in. The pandemic has forced people to adapt their daily routines and change their habits to accommodate a new way of working. 

Businesses have to adapt to cyclical changes and prepare themselves for a changing world. When operations are being disrupted, a solid business continuity plan (BCP) is essential to ensuring that systems and workflows remain intact. 

So many of life's great leaps forward happen in the wake of profound disruption. For example, the fossil record regularly shows an explosion of new species shortly (in geologic terms) after evidence of violent asteroid impacts. Simply put, disruptive events alter the environment in ways that challenge incumbents, open up new niches and force all participants to innovate in ways that have enormous long-term ramifications. 

In every contact center, there’s at least one interaction that support agents tend to have over and over. It’s that issue the agents have handled so many times, they can essentially walk through it in their sleep.