Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head of Corporate Strategy at EXL, a business process solutions company that integrates operations management services, decision analytics and technology platforms to help their clients deliver immediate results and long-term business impact. Vivek joins me today to talk about how companies need to create customer service teams that are cross-functional and multi-disciplinary, the convergence of customer service, sales and marketing and the challenges of implementing a big data strategy.
This interview follows on from my recent interview: Using customer reviews to drive service improvement, WoM and growth – Interview with Jan Jensen of Trustpilot – and is number one-hundred and ten in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.
Highlights of my interview with Vivek:
- The data scientists – people who can do advanced analytical and statistical work. Vivek has seen some research that he has extrapolated and estimates that the skills gap for data scientists in the US and UK is around 3-400,000 people.
- The bigger gap lies with the managers – those with right amount of training and understanding that can take, interpret and decide how to use the product of the data scientist’s work. Vivek estimates that this gap is 3-4 times that of the gap for data scientists.
- The next gap lies with people that have consumer behaviour and process understanding, or are from a Six-Sigma type of background, who can help manage the implementation of data insights into the various customer channels. Vivek estimates this gap to be in the region of another 2-300,000.
About Vivek (taken from his LinkedIn summary)
Vivek Jetley is a Senior Vice President and co-Head of Analytics and Head of Corporate Startegy at EXL.
He is an analytics leader and management consultant with 14years of experience consulting to Financial Services, Insurance, Healthcare, Telecom and Media companies. Broad experience across Marketing, Risk Management, New Product Development, Loyalty, Re-engineering and financial management.
He now leads EXL’s fast growing analytics business with clients in the US, UK, Europe and Asia-Pacific.