KretruTosh Consulting

"Some journeys take you across breathtaking landscapes; others take you deep within. Every year, I embrace both" As 2024 comes to a close, I reflect on a year of milestones and meaningful transformations. It began with my first Indian client, a large food ingredients manufacturer, where a #CustomerExperience #transformation program expanded into value discovery, #CoreValues alignment, and #EmployeeEngagement transformation—a journey that exemplifies the holistic impact of #CX on organizations. This, added to my global clientele across #bfsi, #retail, #ecommerce, #Hitech, made this year quite fulfilling and enriching! I also developed two #CX #frameworks: 1) one to drive #HyperPersonalization for the #BFSI sector, 2) and another to contextualize #DigitalMarketing #budget and #Channel #Optimization for #Banking. Driven by Maveric Systems Limited, under the leadership of Venkatesh Padmanabhachari, and the editorial guidance of Annette Franz, CCXP, these frameworks exemplify the value of targeted, sector-specific strategies. My collaboration with Zykrr — The Experience Catalysts scaled new heights this year. Alongside the CEO (NA) Alok Jha Founder Kanchan Khera , and the dedicated team of Subhanker Sarker Nandkishor Tripathi and others, we successfully launched the #CXM platform in #NorthAmerica, laying a robust foundation for future #growth and #innovation. It was a privilege being empaneled as consultant with Stanford Seed and support growth initiatives at Cabot Technology Solutions Inc This year also saw TheXTpodcast thrive, where I had the privilege of hosting thought leaders, #CX and #EX practitioners, coaches, and consultants from across the globe. Together, Holly Annette Eric Lynn Sean Greg Eryc Karen Andrew and I explored the key frameworks, principles, and practical "whys" and "hows" of customer and employee experience transformation. These conversations were more than insightful—they were a testament to the power of collaboration and shared wisdom in driving global change. I’m closing the year with my cherished annual ritual—a road trip - this time, exploring Assam and Meghalaya on a Royal Enfield bullet, immersing myself in the rich heritage of the #Northeast #India. These journeys are not just about travel but also about reflection and deeper spiritual exploration. They allow me to introspect, align my purpose, and chart the path forward, both personally and professionally. As I reflect on these experiences, I am reminded of the interconnectedness of all aspects of life—exploration, transformation, and connection. These moments fuel my aspirations for 2025: to deepen collaboration, drive meaningful impact, and continue exploring the uncharted with purpose and intent. Here’s to a year of shared success, growth, and deeper connections. Wishing everyone peace, prosperity, and the courage to shape the future we envision together. #HappyNewYear #NewYear2025

🚀 𝗕𝗶𝗴 𝗜𝗱𝗲𝗮𝘀 𝟮𝟬𝟮𝟱: 𝗧𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 The next era of #CX is here! By 2025, 75% of customer interactions will be AI-driven, but 80% of customers will still value the human touch. How can brands balance #automation with #empathy to deliver truly transformative #CustomerExperience? In my latest video, I explore: 🔹 The rise of #PredictiveCX — anticipating customer needs before they arise. 🔹 How #AI and real-time #analytics will reshape #personalization 🔹 The 3 actionable steps to future-proof your #CX #strategy. 💡 Are you ready to lead this transformation? 🎥 Watch here: https://lnkd.in/guXJwqi7 Join the conversation and share your thoughts on what will shape CX in 2025! #BigIdeas2025 #PredictiveCX #CXStrategy #FutureOfCX #2025trends #CXTrends

🚀 𝗕𝗶𝗴 𝗜𝗱𝗲𝗮𝘀 𝟮𝟬𝟮𝟱: 𝗧𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 The next era of #CX is here! By 2025, 75% of customer interactions will be AI-driven, but 80% of customers will still value the human touch. How can brands balance #automation with #empathy to deliver truly transformative #CustomerExperience? In my latest video, I explore: 🔹 The rise of #PredictiveCX — anticipating customer needs before they arise. 🔹 How #AI and real-time #analytics will reshape #personalization 🔹 The 3 actionable steps to future-proof your #CX #strategy. 💡 Are you ready to lead this transformation? 🎥 Watch here: https://lnkd.in/guXJwqi7 Join the conversation and share your thoughts on what will shape CX in 2025! #BigIdeas2025 #PredictiveCX #CXStrategy #FutureOfCX #2025trends #CXTrends

📣 Calling All CX Leaders! 🚀 As CX practitioners, your insights are the driving force behind innovation and growth in our field. We're thrilled to invite you to participate in the #StateofCX2025 #Survey, designed to uncover trends, challenges, and opportunities shaping the future of #CustomerExperience Your feedback will contribute to a comprehensive industry benchmark, helping #CX professionals worldwide drive meaningful change. The survey is quick (less than 3 minutes!) and your responses will remain completely confidential. 🎁 Bonus: Share your email at the end of the survey (optional), and we’ll send you the #StateofCXReport #2025trends for free as a token of our appreciation. 👉 https://lnkd.in/dF_De-XV Join us in shaping the future of CX. Let’s elevate the customer experience journey together! #CustomerExperience #CXLeaders #CXSurvey #CXTrends

🚨 “𝟐𝟎𝟐𝟓 𝐢𝐬 𝐂𝐨𝐦𝐢𝐧𝐠: 𝐖𝐢𝐥𝐥 𝐘𝐨𝐮𝐫 𝐂𝐗 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐒𝐮𝐫𝐯𝐢𝐯𝐞?” 🌟 A stunning fact: By 2025, 𝟕𝟓% 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐛𝐲 𝐀𝐈, but 𝟖𝟎% 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐰𝐢𝐥𝐥 𝐬𝐭𝐢𝐥𝐥 𝐯𝐚𝐥𝐮𝐞 𝐭𝐡𝐞 “𝐡𝐮𝐦𝐚𝐧 𝐭𝐨𝐮𝐜𝐡” as a key part of their experience. 🔥 The question is: Can businesses strike the right balance between #automation and #authenticity ? In 2024, businesses are already feeling the heat: ⚙️ #GenerativeAI is transforming customer support, personalization, and product design. 🤖 #Chatbots and #VirtualAssistants are getting smarter but still face limitations when empathy is needed. 🌍 Customers are increasingly demanding ethical, transparent, and #PersonalizedExperience, all while #DataPrivacy concerns continue to rise. ✨ Here's the challenge for 2025: Brands that humanize their AI-driven #CX will win customer trust. The rest? They risk becoming irrelevant. 💡 Discover how to prepare for the future of CX and master this balance in my book, #BeyondSatisfaction: 𝐂𝐫𝐚𝐟𝐭𝐢𝐧𝐠 𝐄𝐱𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 𝐢𝐧 𝐓𝐡𝐞 𝐀𝐠𝐞 𝐨𝐟 𝐊𝐫𝐞𝐭𝐫𝐮. Learn to future-proof your strategy for 2025 and beyond. 🔗 Get your copy today: https://amzn.in/d/8hI9nM6 #FutureOfCX #CustomerExperience2025 #BeyondSatisfaction #CXStrategy #Strategy #AI #ML #ArtificialIntelligence #CustomerExperience

In the 7th episode of Maveric Systems Limited's #BankingEdge #Podcast, I joined forces with Venkatesh Padmanabhachari and Annette to dive into three pressing questions for the global #banking industry: 1️⃣ Why is #retention more important than #acquisition in today's market? 2️⃣ Why is #digitalmarketing pivotal for driving retention in banking? 3️⃣ How can banks stand out in a world where digital technologies and platforms are democratized? In this snippet, I share my perspective on these challenges and introduce a Digital Marketing-Led Banking Retention Framework that we’ve developed. It’s a strategic approach to help banks drive retention and differentiation in an increasingly competitive and saturated market. Check out the #whitepaper and share your thoughts! https://lnkd.in/duJguXZC #CustomerRetention #ThoughtLeadership #CustomerExperience #CX

𝐇𝐨𝐰 𝐝𝐨 𝐬𝐭𝐚𝐫𝐭𝐮𝐩𝐬 𝐚𝐧𝐝 𝐥𝐚𝐫𝐠𝐞 𝐞𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞𝐬 𝐝𝐢𝐟𝐟𝐞𝐫 𝐢𝐧 𝐭𝐡𝐞𝐢𝐫 𝐚𝐩𝐩𝐫𝐨𝐚𝐜𝐡 𝐭𝐨 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧? 𝐖𝐡𝐲 𝐝𝐨𝐞𝐬 𝐭𝐡𝐞 𝐟𝐞𝐞𝐥𝐢𝐧𝐠 𝐨𝐟 𝐚𝐮𝐭𝐨𝐧𝐨𝐦𝐲 𝐚𝐧𝐝 𝐜𝐡𝐨𝐢𝐜𝐞 𝐦𝐚𝐭𝐭𝐞𝐫 𝐢𝐧 𝐝𝐫𝐢𝐯𝐢𝐧𝐠 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐬𝐮𝐜𝐜𝐞𝐬𝐬? In this snippet from my podcast conversation with Karen Mangia, she reveals a simple truth about #innovation: "𝘼𝙡𝙡 𝙝𝙪𝙢𝙖𝙣 𝙗𝙚𝙞𝙣𝙜𝙨 𝙧𝙚𝙨𝙥𝙤𝙣𝙙 𝙛𝙖𝙫𝙤𝙧𝙖𝙗𝙡𝙮 𝙩𝙤 𝙖𝙪𝙩𝙤𝙣𝙤𝙢𝙮 𝙖𝙣𝙙 𝙘𝙝𝙤𝙞𝙘𝙚—𝙬𝙝𝙚𝙩𝙝𝙚𝙧 𝙞𝙩’𝙨 𝙖 𝙩𝙤𝙙𝙙𝙡𝙚𝙧 𝙧𝙚𝙛𝙪𝙨𝙞𝙣𝙜 𝙫𝙚𝙜𝙚𝙩𝙖𝙗𝙡𝙚𝙨 𝙤𝙧 𝙖𝙣 𝙚𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚 𝙧𝙚𝙨𝙞𝙨𝙩𝙞𝙣𝙜 𝙢𝙖𝙣𝙙𝙖𝙩𝙚𝙨." Karen shares insights into how #startups excel at #CoCreation and at executing innovation internally, while larger enterprises often lean on outsourcing innovation execution to maintain agility and focus on running the business. The key? Inclusion, #autonomy, and co-creation—no matter the size of the organization. 💡 𝗞𝗲𝘆 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆: Innovation thrives when people feel their voices are heard, and they have the autonomy to make meaningful contributions. Catch the full episode here for more insights: https://lnkd.in/dQUC-Tej Karen delves deeper into topics like co-creation, intrapreneurship, and overcoming bureaucratic inertia in innovation. #Leadership #CX TheXTpodcast #CustomerExperience KretruTosh Consulting #ProductExperience #ProductInnovation

What is the root of conflict in teams—clashing goals or misaligned perceptions of success? How can #CrossFunctional teams move past conflicts and collaborate for shared success? In this clip from my recent #podcast episode at TheXTpodcast with Karen Mangia, we dive into the root causes of workplace conflict and explore the critical steps (questions) to overcome it: - 𝐖𝐡𝐚𝐭 𝐝𝐨𝐞𝐬 𝐬𝐮𝐜𝐜𝐞𝐬𝐬 𝐥𝐨𝐨𝐤 𝐥𝐢𝐤𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮? - 𝐖𝐡𝐲 𝐝𝐨𝐞𝐬 𝐢𝐭 𝐦𝐚𝐭𝐭𝐞𝐫 𝐬𝐨 𝐦𝐮𝐜𝐡? - 𝐖𝐡𝐚𝐭 𝐝𝐨 𝐰𝐞 𝐡𝐚𝐯𝐞 𝐢𝐧 𝐜𝐨𝐦𝐦𝐨𝐧? Karen uses the above questions to build a powerful framework for shifting the focus from differences to shared goals, emphasizing that #CustomerSuccess is the ultimate common denominator for great teams and organizations. 🎯 "𝑺𝒖𝒄𝒄𝒆𝒔𝒔 𝒃𝒆𝒈𝒊𝒏𝒔 𝒘𝒊𝒕𝒉 𝒊𝒅𝒆𝒏𝒕𝒊𝒇𝒚𝒊𝒏𝒈 𝒘𝒉𝒂𝒕 𝒘𝒆 𝒉𝒂𝒗𝒆 𝒊𝒏 𝒄𝒐𝒎𝒎𝒐𝒏. 𝑻𝒉𝒂𝒕 𝒎𝒂𝒌𝒆𝒔 𝒊𝒕 𝒔𝒉𝒂𝒓𝒆𝒅 𝒔𝒖𝒄𝒄𝒆𝒔𝒔." 💡 These insights are just a snippet of our broader discussion on building cultures of #innovation, driving customer-led growth, and navigating conflict with curiosity and clarity. Catch the full episode here: https://lnkd.in/dJCd7mKW Watch Now to discover more actionable insights and thought-provoking perspectives from Karen Mangia. #Leadership #ConflictResolution #Teamwork #CX #TheXTPodcast KretruTosh Consulting #CustomerExperience #Culture #Collaboration

𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗩𝗮𝗹𝘂𝗲 𝗔𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁: 𝗕𝗲𝘆𝗼𝗻𝗱 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗜𝗺𝗺𝗲𝗿𝘀𝗶𝗼𝗻 In the latest episode of TheXTpodcast, I had the pleasure of hosting Eryc Eyl, who shared a profound perspective on organizational #CoreValues Eryc emphasized that values should not be communicated in a unidirectional manner. Instead, organizations must work to build an organic alignment between their values and the individual values of their employees. 𝗪𝗵𝘆? Individuals come with their own set of values and mindsets, while organizations demand certain values and behaviors critical for success. If these value systems are not naturally aligned, conflicts, challenges, and inefficiencies are inevitable. 𝗦𝗼 𝗵𝗼𝘄 𝗱𝗼 𝘄𝗲 𝗯𝗿𝗶𝗱𝗴𝗲 𝘁𝗵𝗶𝘀 𝗴𝗮𝗽? It's not about education but immersion. It’s about helping individuals: - understand why certain values are essential - See what these values imply in terms of behaviors, actions, and outcomes—both for the organization and for themselves. - Recognize the benefits of value alignment for their specific functions and personal growth. This isn’t a one-off exercise but a motion—a dynamic, ongoing process that fosters deeper understanding and organic adherence to values. 👉 𝗧𝗼 𝗹𝗶𝘀𝘁𝗲𝗻 𝘁𝗼 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗲𝗽𝗶𝘀𝗼𝗱𝗲, 𝗰𝗹𝗶𝗰𝗸 𝗵𝗲𝗿𝗲: https://lnkd.in/dsEUEJBu What are your thoughts on this approach to value alignment? Share your views in the comments! #Values #EmployeeEngagement #EmployeeExperience #EX #Culture #OrganizationalBehavior #HR #HumanResources