Articles by Ramanan Ramakrishna

It’s easy, when talking about digital transformation, to get bogged down in what this means from a technological perspective. The word ‘digital’ is so strongly associated with the screens and programs so many of us live our lives through today that it’s easy to gloss over the fact that –... Read more

Recognizing new ways of working to create a great employee experience is now crucial to success Customer expectations have shifted dramatically in the last few years as disruptors across countless industries have focused on scaling new heights in terms of customer experience (CX). It’s widely accepted that it’s vital to offer... Read more

In 10 years, when we look back on the present day, we will be amazed by how much changed in such a short time. Society, technology and the economy are developing at a rapid pace. And these trends are shaping the way we work. We’re seeing new types of people join... Read more

I recently read an interesting article in Forbes about the role of artificial intelligence (AI) in HR. It argued that the future of HR lies in managing fully automated workers and leveraging AI to perform a variety of standard tasks. Machine learning will sift through CVs and write job descriptions. Chatbots... Read more

This year we set out our vision for the 2025 workplace. In the future, employees will be more dispersed – there will be more freelancer employees and more people working remotely. But this is by no means the biggest change we can expect to see: the very definition of workplace itself... Read more

Co-creation means a lot of different things to different people. For me, the most important thing to understand is that not everything should be co-created. Co-creation should be reserved for solving problems that aren’t necessarily visible now. It involves bringing together partners, vendors, and in some instances, even competitors, to combine their... Read more

The year 2025 might seem a long way off, but the sheer scale of workplace transformation we’re going to see between now and then means you need to start preparing right now if you don’t want to be left behind in future. That’s why we’ve released a new whitepaper called... Read more

Automation – the artificial intelligence (AI)-powered buzzword everyone is talking about. And with good reason. If we harness and develop it in the right way, it has the power to fundamentally transform the way we work and our whole society for the better. Neither AI nor automation are anything new, of... Read more

A Japanese insurance firm recently announced it will be replacing more than 30 employees with an artificial intelligence (AI) system that can accurately calculate payouts to policyholders. The firm claims the move will increase productivity by 30% and save around £1 million every year –numbers that will likely make other... Read more

Mike Mathews recently suggested the service desk of the future should reflect the consumer experience. There’s a compelling case for this, but there’s another way of looking at it too… What if the answer is not just about how the service desk can improve, but more about replacing it with a different... Read more