Thoughts
Pieces first written for LinkedIn, kept here so they can be read without the feed.
- Equipped for growth is not ready for itAI can speed analysis and execution. It cannot invent a culture that can absorb the speed.
- The form was the problemA booth-level officer in Maharashtra showed me, again, that people often compensate for a form that should have been clearer.
- What we do with a complaintA ₹400 credit-card problem in 2005 was one experience for the customer and several teams for the bank.
- Transparency is not disclosureA ₹400 purchase became ₹3,770. Apps and alerts arrived. The same confusion stayed.
- Alignment before scaleIf the system is shaky at ten people, volume will not make it stronger at a hundred.
- Hold the line through the lagInternal alignment can be right and CSAT can still sit still. That delay is where leaders lose their nerve.
- Purpose shows up in the trade-offValues stay decorative until a deadline and a tight budget put them under pressure.