Best printers for Home

Best Mixer Grinder

Best wired Earphones

Best 43 Inch TV in India

Best Wi Fi Routers

Best Home Theatre in India

Smart Watch under 5000

Best Laptops for Education

Best Laptop for Students

<ul><li><keyword id="19897758" type="General" weightage="100" keywordseo="samsung" source="keywords">Samsung</keyword> will lay off over 200 people in India</li><li>Employees across various departments will be affected</li><li>Affected employees will receive three months of salary</li></ul> The tech industry has seen a wave of layoffs in the recent months and another company has now joined the fray. <keyword id="19945681" type="General" weightage="20" keywordseo="samsung-electronics" source="keywords">Samsung Electronics</keyword>, known across the world for its smartphones, appliances, and much more, has now decided to cut more than 200 jobs in India. The layoffs come at a time when the company is grappling with lesser sales due to lower consumer demand, a report in ET reveals. <h2>Samsung plans to lay off people in India </h2> Industry insiders told ET that the layoffs will affect various departments including mobile phones, home appliances, and consumer electronics. The cuts are part of Samsung’s broader effort to lower costs and maintain profitability during this challenging period. The layoffs represent around 9-10 percent of Samsung’s managerial staff in India, where the company employs about 2,000 executives. Those affected will receive three months’ salary along with a severance package offering one month’s salary for every year of service. <h2>Samsung's restructuring plans </h2> As part of its cost-cutting measures, Samsung is also considering merging some of its business divisions, such as television and home appliances. This restructuring, which aims to streamline operations and reduce inefficiencies, could lead to further layoffs. While no official decision has been made yet, reports suggest that the final plan will be confirmed after Diwali, a key festival season in India. The report also mentioned that Samsung has already frozen new hires, and positions left vacant by executives who have resigned are not being filled. Additionally, the company is expected to reduce the number of off-roll employees to further cut costs. <div type="Article" hostid="261" msid="112853351" title="Samsung launches AI-powered washing machines, all you need to know" mstype="2" mssubtype="0"><payload><![CDATA[See also]]></payload></div> <div type="Article" hostid="261" msid="112165411" title="India&amp;#39;s smartphone shipments dip 2% in Q2 2024 as heatwave, slower demand takes toll" mstype="2" mssubtype="0"><payload><![CDATA[See also]]></payload></div>

Samsung Electronics plans to lay off over 200 Indian employees to reduce costs, details inside

<div type="image" title="Companies are embracing the unbossing trend" msid="113256383" hostid="261" sizebytes="1440779"></div> If there’s one thing both a productive team member and an underperformer hates in the corporate world, it’s being micromanaged. Now, imagine a workplace where the boss isn’t calling all the shots. Instead, everyone has a voice, and innovation flows freely. The recent corporate trend of "Unbossing" promises to do just that, empowering employees by eliminating the heavy hands of hierarchy. Sounds too good to be true? Well, globally, not just the new-age start-ups, but dozens of major corporations have embraced this trend and trimmed their middle management. <h2>Managers managing managers — no more!</h2>In January last year, <keyword id="399907" type="General" weightage="20" keywordseo="META" source="Orion">Meta</keyword> CEO Mark Zuckerberg made headlines for declaring 2023 as the “year of efficiency” and saying that he doesn’t want a management structure that's just “managers managing managers”. <div type="image" title="Meta CEO Mark Zuckerberg" agency="ANI" msid="113256403" hostid="261"></div> The same month, it was also reported by Command Line that Meta's chief product officer Chris Cox, had shared a post on the company's communication platform, Workplace, highlighting the necessity to "flatten" the organisation's structure. What followed was reports of Meta slashing middle management roles. Gradually, other companies like Shopify, Bayer, and Cisco began making headlines for showing the exit door to some of their middle managers. Loosely, unbossing is essentially cutting down the middle management roles. It cuts significant costs for the company and the new-age workforce also endorses the trend as efficient in enabling faster decision-making and innovation. However, critics argue this trend also limits the extent of mentorship that the younger generation receives while entering the workforce, which often remains an intangible value if your boss turns out to be a good mentor. Therefore, for some, it’s not about firing the middle management, but just another leadership philosophy on how leaders (and ‘bosses’) should conduct themselves. This approach advocates bosses working along with the team as a part rather than shouting instructions from the top. Whatever one’s understanding, this trend of “Unbossing” appears to be taking corporate America by storm in 2023, as evidenced by hundreds of media reports highlighting the same. Overall, most agree that the trend is restructuring organisational hierarchy to enable direct communication between employees and leaders. Cut to 2024, this trend is still prevalent and making headlines. A Bloomberg report recently said that Georges Elhedery, the incoming CEO of HSBC Holdings, might also consider plans to streamline the company's operations by reducing layers of middle management. But what’s the scenario in India? Are Indian companies ready to ditch the old-school approach and adopt this new way of working? Let’s dive in and see what the experts have to say! <h2>Layoffs to impact senior professionals: Naukri.com survey</h2>A survey by job portal Naukri.com early last year had suggested that recruiters in India expect a decline in layoffs during the first half of 2023. The survey, which included responses from 1,400 recruiters and consultants across ten industries, revealed that only 4 percent of participants anticipated layoffs to be the main focus of hiring activities within their organisations. However, the survey also highlighted that information technology roles and senior professionals were likely to be the most affected by hiring adjustments. About 20 percent of recruiters predicted that layoffs would predominantly impact senior professionals, while freshers are expected to face the least disruption from these hiring corrections. Interestingly the survey came around the same time when the Unbossing trend had begun picking up pace abroad. <h2>Layoffs at Wipro, <keyword id="18635" type="General" weightage="20" keywordseo="amazon" source="Orion">Amazon</keyword> and Collegedunia</h2>In January this year, Wipro India was in the limelight for laying off hundreds of its mid-level executives. The company reportedly culled many jobs as part of its strategy to improve margins. An ET report citing two sources familiar with the situation had said that the leading Indian IT firm reduced mid-level roles at its onsite locations. "Notices began being issued earlier this month, and hundreds of mid-level executives onsite are being let go," one source revealed. Another source added, "They have costly resources onsite in Capco, and although growth is returning, it's not sufficient. Aparna Iyer, Wipro's chief financial officer, has been tasked with delivering better margins this quarter." <div type="image" title="Amazon decided to lay-off middle managers in May" msid="113256170" hostid="261"></div>Then in May, Amazon also decided to reduce layers of middle management within its customer service divisions as part of an organisational restructuring, a Fortune report had said. The cuts impacted over 100 customer service managers in Level 5 and Level 6 middle management roles, both in call centres and virtual positions, primarily based in the U.S. and India. Not just large tech companies, startups too seem to be adapting the <keyword id="23125775" type="General" weightage="100" keywordseo="unbossing-trend-in-India" source="Orion">unbossing trend in India</keyword>. Last month, educational portal Collegedunia confirmed that around 100 employees from its Study Abroad department had been given the pink slip. A report in CNBC-TV18 had said that additional job cuts were happening across other departments as part of a broader reorganisation. The restructuring, as per the report, was aimed at automating many tasks to reduce costs. Interestingly, despite the layoffs, Collegedunia had posted 13 job openings on LinkedIn for various roles in different locations, primarily entry-level positions requiring up to two years of experience. "While Collegedunia is laying off several employees, it is also hiring fresh talent, allowing them to keep staffing levels up but at a lower cost," one employee told CNBC-TV18 at the time. Another source confirmed that while Collegedunia had been actively recruiting for some months, it has also been letting go of employees, including senior staff members with 7-8 years of experience at the company. <h2>What do experts say?</h2> <div type="image" title="Experts&amp;#39; opinion on unbossing trend" msid="113256250" hostid="261"></div>Mr. Sumit Kumar, Chief Strategy Officer at TeamLease Degree Apprenticeship, told Business Insider India, “From the perspective of HR leaders and CEOs, the strategic culling of middle management is viewed as a means to streamline operations, reduce overhead, and foster a culture of autonomy and innovation.” He also noted that even though employees can “exercise greater ownership and agility in decision-making” through this approach, there are also significant downsides. “The erosion of middle management creates a vacuum in leadership development, mentorship, and the retention of institutional knowledge, potentially leading to disengagement, a weakened talent pipeline, and misalignment with organisational objectives,” Kumar noted. Talking specifically about the Indian scenario, he said, “Implementing this trend in India would be a strategic move, positioning organisations to remain competitive in a rapidly evolving business environment. However, to fully capitalise on this approach, developing a more robust talent pipeline that integrates the ability to multitask at all levels is imperative. In today's landscape, leadership demands thinkers, strategic visionaries, and individuals who can execute with precision. We need to cultivate a new breed of leaders who are both thinkers and doers, capable of navigating complex challenges while driving innovation and growth. By building versatile, agile leaders through targeted talent development programs, Indian organisations can ensure they are well-prepared to thrive in a decentralised, high-performance environment.” RP Yadav, Chairman and Managing Director of Genius Consultants Limited, told ET recently that the Unbossing approach simplifies hierarchies and encourages open communication between frontline employees and senior management. He had added that the concept of “the oldest in the room is always the wisest of all” is no longer applicable. Meanwhile, Aditya Narayan Mishra, MD and CEO of CIEL HR Services told ET that the unbossing trend is predominantly seen in tech companies, creative roles, and startups, where swift decision-making and the unrestricted exchange of ideas are crucial. For example, the tech sector often thrives with flattened hierarchies that support rapid innovation and agility, while creative industries such as advertising and media use unbossing to cultivate a more collaborative and idea-focused environment. Thus, the unbossing trend is gaining traction beyond global companies and is finding its way into Indian organisations as well. While this approach can streamline operations, reduce costs, and enhance agility, experts caution that it also brings challenges, such as gaps in leadership development and the loss of institutional knowledge. To fully harness the benefits of unbossing, Indian companies must focus on cultivating agile leaders who can navigate complex challenges and drive growth. By building a strong talent pipeline and fostering a culture of innovation and collaboration, Indian organisations can position themselves to thrive in a more decentralised and dynamic business environment. Do you have insights or personal experience to s hare on layoffs, <keyword id="34447" type="General" weightage="20" keywordseo="workplace-trends" source="Orion">workplace trends</keyword>, or career changes? Contact us at businessinsider@timesinternet.in.

SIMPLY PUT: What’s with all “Unbossing” talks? Are Indian companies also embracing this global trend?

Google Play has revealed its annual Best of 2024 awards for India, celebrating the apps and games that defined the year. With five of the seven top apps developed by Indian creators, the awards underscore India’s rising prominence in the global tech ecosystem. Mobile gaming also continues to boom, as the country solidifies its position as the second-largest market for gaming downloads worldwide. In a blog post announcing the winners, Google also shed light on how India is the world's second largest market in terms of mobile gaming downloads. "On the gaming front, the Indian gaming scene continues to thrive, with India adding 23 million new gamers in FY24, reaching a total of 590 million. In fact, India now boasts the world's second-largest market for mobile gaming downloads, with average weekly playtime increasing by 30%." Leading Apps: India at the Forefront of AI Innovation The blog post revealed that this year’s top apps showcased India’s innovative spirit, particularly in harnessing AI to meet user needs. Alle - Your AI Fashion Stylist, developed by Hey Alle, emerged as the year’s Best App and also won the Best for Fun award. Leveraging AI, Alle provides personalised fashion advice tailored to users’ occasions, body types, and preferences, reflecting the growing trend of AI-powered app experiences in India. Prateek Agarwal, Co-Founder &amp; CEO, Alle, said in a statement, “We noticed that the recent developments in Gen AI, combined with evolving consumer preferences for visual inspirational content, will create a massive opportunity to reimagine &amp; rebuild how people discover and shop for fashion. This realization led us to start Alle...As a new startup, Google Play has been crucial in helping us reach our early users organically. The platform's detailed analytics and crash reporting have been invaluable - they've helped us quickly identify and fix issues, improving our app stability.” Other app winners included: • Headlyne: Daily News with AI (Best for Personal Growth), offering curated news tailored to individual preferences. • Sony LIV: Sports &amp; Entertainment (Best for Large Screens), delivering immersive content on tablets and other big-screen devices. • WhatsApp Messenger (Best Multi-device App), enabling seamless communication across devices. • Fold: Expense Tracker (Best Everyday Essential) and Rise: Habit List (Best Hidden Gem) also captured user interest with practical and engaging features. The blog post added that India’s dominance in the AI app space is significant, accounting for 21% of global AI mobile app downloads this year, with nearly 1,000 Indian apps and games incorporating AI. Games that thrilled millions India’s gaming industry continued its upward trajectory, adding 23 million gamers this year, taking the total to 590 million. With gaming preferences increasingly reflecting local culture, many award-winning titles integrated Indian storylines and visuals. Squad Busters, a fast-paced multiplayer game, won Best Game for its simple yet engaging design. Meanwhile, Indus Battle Royale Mobile by SuperGaming earned the Best Made in India title for the second year running. Roby John, Co-Founder and CEO of SuperGaming, said in a statement, "We are committed to making Indus a standout Battle Royale experience. Our team has spent over three years thoughtfully crafting its characters, environments, and gameplay features to represent Indian Art and Culture authentically. The community's enthusiasm validates our vision of Indian games thriving globally. Winning this award is an incredible honor, not just as a milestone but also a motivation to keep striving for excellence. Google Play’s expertise and responsiveness have empowered us to deliver world-class gaming, pushing the boundaries of Indian gaming. We’re more committed than ever to raising the bar and making Indian gaming shine on the global stage.” Other top games included: • BGMI (Battlegrounds Mobile India) (Best Ongoing), for its India-centric updates featuring cricket, festivals, and celebrity collaborations. • Bloom – A Puzzle Adventure (Best Indie), for its unique mechanics and creativity. • Clash of Clans (Best Multi-device Game) and Yes, Your Grace (Best Story) also stood out for their engaging gameplay.

Google Play announces best apps and games of 2024 in India: All you need to know

The Indian IT services sector is staring at a second consecutive year of muted <keyword id="19965932" type="General" weightage="20" keywordseo="revenue-growth" source="keywords">revenue growth</keyword> due to modest increase in <keyword id="21414675" type="General" weightage="20" keywordseo="tech-spends" source="keywords">tech spends</keyword> in Europe and the US, a domestic rating agency said on Wednesday. Crisil Ratings said it expects the sector to grow at 5-7 per cent in FY25, after a growth of 6 per cent estimated to have been achieved in FY24. The overall industry size is pegged at USD 250 billion and it creates over 50 lakh direct jobs. "The slowdown in technology spend will continue this fiscal, weighing on the revenue growth of IT service providers," said Aditya Jhaver, director at Crisil. The industry is, however, expected to sustain in the key metric of profitability, as the operating profit margins will be stable at 22-23 per cent, the agency said, attributing it to prudent management of <keyword id="19999266" type="General" weightage="20" keywordseo="employee-costs" source="keywords">employee costs</keyword>. Crisil said the sectoral revenues achieved a compounded annual growth rate of 12 per cent for the decade through FY24. High interest rates and economic slowdown in client markets led to a modest single-digit growth in tech spends by companies in the banking, financial services and insurance (BFSI), retail, technology and communications sectors in FY24, the agency said. It said these four sectors account for nearly two-thirds of the industry's revenues. Jhaver said revenue from BFSI and retail segments will continue to be a drag with subdued growth of 4-5 per cent in FY25. Manufacturing and healthcare, which contribute a tenth of the revenue, were the only bright spots and continued double-digit growth in tech spend given the focus on process automation and research and development-based analytics, especially in healthcare. As revenue growth remained subdued, IT service companies pulled back on addition of fresh talent, resulting in headcount reductions by 4 per cent in 2023 by top 12 companies. This, along with the decline in attrition to 13 per cent as of December 2023 from the high of 20 per cent in FY23 provided a breather by limiting higher-cost replacement hiring during FY24, it said. Associate director Joanne Gonsalves said the ratings company expects IT service providers to remain "cautious" on fresh hiring in FY25 too, which will maintain employee utilisation at a healthy level of ~85 per cent. Continued healthy cash generation, strong balance sheets and sizeable cash surplus will keep the credit quality of IT service providers stable, the rating agency said. Players will continue to eye acquisitions, especially small and mid-sized opportunities that could enhance their product baskets and increase digital capabilities, it said. An appreciation in the rupee value or sustained delay in economic revival in key markets amid ongoing geopolitical conflicts could pose downside risks, it added. SEE ALSO:<a href="https://www.businessinsider.in/tech/mobile/news/realme-narzo-70-narzo-70x-5g-smartphones-launched-in-india-starting-at-11999/articleshow/109557895.cms" target="_blank"></a> <a href="https://www.businessinsider.in/tech/mobile/news/realme-narzo-70-narzo-70x-5g-smartphones-launched-in-india-starting-at-11999/articleshow/109557895.cms" target="_blank">Realme Narzo 70, Narzo 70X 5G smartphones launched in India starting at ₹11,999</a> <a href="https://www.businessinsider.in/tech/news/apple-let-loose-event-scheduled-for-may-7-ipads-expected-to-be-launched/articleshow/109553148.cms" target="_blank"></a> <a href="https://www.businessinsider.in/tech/news/apple-let-loose-event-scheduled-for-may-7-ipads-expected-to-be-launched/articleshow/109553148.cms" target="_blank">Apple Let Loose event scheduled for May 7 – New iPad models expected to be launched</a><a href="https://www.businessinsider.in/tech/mobile/news/google-pixel-8a-may-be-more-expensive-than-its-predecessor-as-per-a-new-leak/articleshow/109499394.cms" target="_blank"></a> <a href="https://www.businessinsider.in/tech/mobile/news/google-pixel-8a-may-be-more-expensive-than-its-predecessor-as-per-a-new-leak/articleshow/109499394.cms" target="_blank">Google Pixel 8a may be more expensive than its predecessor, as per a new leak</a>

Indian IT sector staring at 2nd straight year of muted revenue growth: Crisil

<ul class="summary-list"><li>Avi Singh and Rishi Rajpal left their stable jobs to open a New York City cocktail bar in 2019.</li><li>They hired David Muhs as their head bartender.</li></ul>This as-told-to essay is based on a conversation with Avi Singh, 30, and Rishi Rajpal, 34, the co-owners of Sama Street, and David Muhs, 40, the head bartender at Sama Street. All three also own and operate another New York City cocktail bar, Monkey Thief.This conversation has been lightly edited for length and clarity.Avi: Rishi and I go way back. We grew up together in <a target="_blank" class="" href="https://www.businessinsider.com/visit-india-2016-3">New Delhi, India</a>. Our parents were friends.Fast forward to 2016, Rishi was living with my brother in New York City, and we reconnected.Rishi: After I graduated college, I worked in event management. Two years later, I pivoted and started working for a tech startup where I was leading <a target="_blank" class="" href="https://www.businessinsider.com/how-to-double-dip-work-two-jobs-2023-9">quality assurance.</a>I liked the creative aspect of getting to work with different companies. But my <a target="_blank" class="" href="https://www.businessinsider.com/tech-worker-left-job-opened-natural-wine-bar-brooklyn-2024-11">work was very monotonous</a>. It got boring. And I didn't like being behind a desk for 10 to 13 hours a day.Avi: I went to college at Emory in Atlanta. My peers were entering one of three fields: finance, marketing, or consulting. The thing that intrigued me most was consulting because of its <a target="_blank" class="" href="https://www.businessinsider.com/how-to-get-hired-top-consulting-firms-bcg-mckinsey-pwc-2024-7">problem-solving nature. </a>I took a job at a consulting firm that would allow me to move to New York City. Reality hit pretty quickly with regard to what you actually do as a business analyst at a consulting firm. It was 80 hours a week sitting on Excel and PowerPoint, building models, and putting together decks. I didn't feel like I got to see any of my work being implemented. I had a hunger to <a target="_blank" class="" href="https://www.businessinsider.com/six-figure-consulting-job-not-fulfilling-quit-start-business-2024-11">make more of an impact.</a>Rishi: When I reconnected with Avi, we were both in a position where we didn't know what we wanted to do with our lives. We didn't like where we were at. We didn't want to go through life like that, so we started talking about what would happen if we followed our dreams.<h2 id="891d925d-e92d-4743-9282-ab8459339509">We wanted to go into food and beverage</h2>Avi: Growing up in India, food was a big part of our social and familial interactions. That's where the love started.We knew how <a target="_blank" class="" href="https://www.businessinsider.com/restaurants-america-eating-out-crisis-your-fault-labor-shortage-tipping-2024-2">difficult the industry</a> was, but we were still fairly young, so we just said let's give it a shot. In the worst-case scenario, we can always come back to our desk jobs.Rishi: I started working as a dishwasher, busser, server, and then manager at an Indian restaurant to gain experience while we came up with our concept.Avi: It was definitely a risky move. Coming from Asian households, we were guided toward a more <a target="_blank" class="" href="https://www.businessinsider.com/modern-career-path-2018-7">traditional career path</a>. I had to present my dad with a full business plan and pitch the bar to him. But we had done our market research and knew we had a good idea.We wanted Sama Street to be based on our upbringing and experiences. We wanted a cocktail bar where we utilized ingredients in ways people might not be used to.<div type="image" title="A photo of the interior of Monkey Thief" height="5268" width="7898" msid="115385467" hostid="261" sizebytes="4338152"></div>There are some bars in New York where you don't necessarily feel welcome. Maybe you need to be dressed a certain way, or you're afraid to be loud with your friends. We wanted to create a space where, whether you're wearing sweatpants or coming in on a date night, you are welcome and treated equally.That's where the name comes from. Sama is from the Sanskrit word meaning true equality to all beings.We were looking for a head bartender and posted an ad on Craiglist. That's how we met David. He helped us realize our vision.David: I was working as a general manager at the time, but wanted to get back behind the bar. I saw the ad and skipped over it a few times because they seemed pretty green. But my wife convinced me to call them. We talked for an hour and a half and just clicked right away. We had all the same sort of ideas about hospitality.<h2 id="88091082-fd0e-4bc0-9939-3fbe42de37fc">We opened Sama Street in 2019</h2>David: We learned so much during that process. We <a target="_blank" class="" href="https://www.businessinsider.com/changes-restaurants-pandemic-qr-codes-self-service-kiosks-2024-10">survived the pandemic.</a>Avi: It was rough. We celebrated our one-year anniversary over FaceTime. But Sama Street is in Greenpoint, a very close-knit neighborhood, so our regulars showed up for us. The other bars and restaurants did, too. There was a lot of <a target="_blank" class="" href="https://www.businessinsider.com/what-its-like-to-eat-restaurant-outdoor-dining-nyc-pandemic-2020-6">local industry support.</a>We basically did everything that we were <a target="_blank" class="" href="https://www.businessinsider.com/new-york-restaurants-are-struggling-2020-12">legally able to do</a> to get as many people drinks and food during the lockdown.We're definitely still feeling the ripples of COVID, but it was a great learning experience and taught us that anything can change overnight, and you have to be able to pivot.<div type="image" title="four craft cocktails" height="5464" width="8192" msid="115385469" hostid="261" sizebytes="2130388"></div>I still get worried about financial security some days. As an entrepreneur, you can't pay yourselves unless the business is doing well.<h2 id="e8d53f13-0f83-4bae-9d07-d009ad306ed7">We knew we wanted to expand</h2>David: We searched and searched and searched and came across a spot in Hell's Kitchen and fell in love immediately.Avi: We opened Monkey Thief in October.David: It was very fast. We didn't have to do a lot with the space, mostly cosmetic changes and getting staff trained. The fast opening was good for our pocketbooks but also very high stress. We've all been doing 18-hour days for the last two months.Rishi: We couldn't have asked for a better opening. We've had so much support from the neighborhood, and our regulars from Sama Street have come in to see the new concept.David: It's been a learning curve because it's <a target="_blank" class="" href="https://www.businessinsider.com/restaurant-owners-how-to-run-a-successful-profitable-small-business-2023-10">bigger than Sama Street. </a>But it's a good problem to have. We've got people waiting outside to come in.Rishi: Hopefully, we will open a couple more spaces in the future.Avi: One of the things I love about this industry is that every day is different, though not necessarily in a good way. You might walk in and see the AC has stopped working or the gas is turned off. It's never boring.David: This is not an industry for everyone. The reason we've been successful is that we love coming to work every day. We love the chaos. We love the community.

We left stable careers in tech and consulting to open a cocktail bar in New York City. It was professionally risky but worth it.

In an era where customer experience is a primary business differentiator, the role of service hubs has evolved from merely answering calls to becoming innovation centers. With the infusion of advanced technologies like <keyword id="107950" type="General" weightage="20" keywordseo="artificial-intelligence" source="Orion">Artificial Intelligence</keyword> (<keyword id="6355999" type="General" weightage="20" keywordseo="AI" source="Orion">AI</keyword>) and Generative AI (Gen-AI), the service hub industry is now undergoing a transformation that promises to redefine customer interactions, according to experts. “The nature of the industry will change. I think even calling it <keyword id="19945906" type="General" weightage="20" keywordseo="customer-service" source="keywords">customer service</keyword> or service industry may be a very different outlook 5 years from now,” said Sameer Bapat, SVP and COO of Cognizant IOA, during a panel discussion on “Revolutionsing Customer Experience Innovating Service Hubs Through Technology,” hosted by Business Insider India. Leaders in the industry believe that India is entering the golden age of customer service, one powered by data-driven insights, AI-driven empathy, and evolving human-machine collaboration. “The net amount of venture capital and private equity capital that you’re going to see in the customer service industry going forward is going to 5-10x of what it has been in the last 5 years,” predicted panelist Vijay Narsapur, SVP and Business Head of Infosys BPM. <div type="Youtube" id="E23CeECUh9A" title="Revolutionizing Customer Experience: Innovating Service Hubs Through Technology" thumbUrl="https://i.ytimg.com/vi/E23CeECUh9A/mqdefault.jpg"><url><![CDATA[https://www.youtube.com/watch?v=E23CeECUh9A]]></url></div> <h2>The evolution of service hubs: More than customer service</h2>No longer just centers for addressing customer complaints or technical issues, today’s service hubs are integrating innovative technologies to become the nerve center of business operations. According to Sanjay Kukreja, Global Technology Head at Eclerx, tools like data engineering and cloud computing have shifted customer service into real-time interactions, allowing businesses to assist customers faster and more efficiently than ever before. For Narsapur, service hubs are now the lifeblood of the business process management (BPM) industry. End customers have become increasingly comfortable interacting with AI and automated systems. However, they still crave human connection, especially when complex or emotionally charged issues arise. Narsapur points out that this blending of technology and human touch is crucial for refining the customer journey. As businesses scale, service hubs are expected to balance these elements more tightly to deliver both efficiency and empathy. <h2>AI and Gen-AI: Disruptors or Enhancers?</h2>Arguably, the most significant driver of change in the service hub industry has been the integration of AI and Gen-AI. Bapat explains that these technologies have transformed how service hubs operate. Automation tools have led to productivity gains ranging between 20% to 60%, primarily by streamlining mundane tasks, improving scalability, and delivering more personalized customer interactions. This isn’t just an incremental improvement—it’s a deep, domain-led transformation of how companies interact with their customers. But, as Abhinandan Jain, Chief Growth Officer at Startek, notes, AI doesn’t just enhance efficiency—it also amplifies empathy. Service hubs are learning how to use AI as an "empathy amplifier," where AI-driven systems handle routine queries, and human agents step in for more complex, emotionally charged interactions. This helps agents focus on delivering the high-touch experiences customers expect when they escalate an issue to a real person. While there has been some anxiety surrounding AI replacing jobs, the experts argue that this technology will instead create more high-value roles. ““There is going to be an increase of anywhere between 2x to 5x in the number of jobs that are going to be created in this particular industry,” said Narsapur. For example, there will be an increasing demand for professionals skilled in data science, machine learning, and algorithm management to maintain and improve AI systems. According to a <a href="https://www.mckinsey.com/mgi/our-research/generative-ai-and-the-future-of-work-in-america">McKinsey</a> report, AI will automate 25-30% of jobs in customer service, but the technology will also create new roles in AI supervision, data analysis, and customer experience management. <h2>Data-driven insights and the role of <keyword id="23232621" type="General" weightage="20" keywordseo="CRM-tools" source="keywords">CRM tools</keyword></h2>One of the most promising developments in the service hub sector is the increasing reliance on data to drive customer interactions. Jain explains that service hubs are now equipped with sophisticated Customer Relationship Management (CRM) tools that can mine both structured and unstructured data, enabling companies to gain a holistic view of customer behavior. This level of insight allows businesses to not only address customer queries more efficiently but also predict future needs, making the customer journey more proactive than reactive. These CRM platforms are evolving, too. Narsapur notes that many service hubs, particularly in industries like banking and telecom, now use platforms that integrate various aspects of customer interaction, from onboarding to relationship management. These platforms provide a unified view of customer interactions, allowing agents to access the information they need quickly, which ultimately drives faster resolution times and higher customer satisfaction. A <a href="https://www.gartner.com/en/newsroom/press-releases/2021-01-12-gartner-predicts-80--of-customer-service-organization">Gartner</a> study revealed that by 2025, 80% of customer service interactions will be handled by AI and CRM systems, up from 52% in 2020. <h2>The economic impact of AI on service hubs</h2>The rise of AI and Gen-AI is also fueling an economic boom in the service hub sector. Jain predicts that the influx of venture capital and private equity in AI research for customer service hubs will increase five- to ten-fold in the coming years. This investment is primarily driven by the need for businesses to remain competitive in an increasingly tech-driven market. The economic growth potential is massive, especially in regions like India, where the talent pool for AI and data science is unmatched. Kukreja echoes this sentiment, noting that India’s service hubs are well-positioned to lead this transformation due to their depth of talent in areas such as data engineering, mathematics, and AI development. This gives Indian service hubs a competitive edge as companies look to scale their customer service operations with tech-driven solutions. Global spending on Gen-AI is expected to reach $26 billion by 2027, with Japan and India set to become the most rapidly expanding markets in the forthcoming years, according to <a href="https://www.idc.com/getdoc.jsp?containerId=prAP52048824">IDC</a>. <h2>What lies ahead for service hubs?</h2>As we look to the future, the role of service hubs will likely expand even further. Narsapur warns that while platforms and AI will drive efficiency, businesses should not rely solely on technology. Competitive advantage will come from the integration of human expertise, technology, and industry-specific solutions. Different sectors, such as banking, telecom, and retail, each have unique needs that service hubs must adapt to in order to provide effective, personalized customer experiences. AI will play a central role in this transformation. But as Jain points out, it won’t replace human agents entirely. Instead, it will coexist with them, moving people up the value chain to focus on higher-value tasks. AI will handle the routine, while humans will step in where emotional intelligence and complex problem-solving are required. In the end, the future of service hubs is not just about technology; it’s about blending tech and humanity in a way that elevates customer experiences to new heights. We are at the dawn of a new era for customer service hubs. The infusion of AI and Gen-AI, along with data-driven insights and sophisticated CRM tools, is transforming the industry from the ground up. Far from being a threat to jobs, AI will create new opportunities, leading to a more dynamic, efficient, and empathetic customer experience. With significant economic growth on the horizon, particularly in regions like India, the service hub industry is set to play a pivotal role in the future of business. The golden age of customer service is here, and the best is yet to come. This article is part of a four-part webinar series in partnership with nasscom. These monthly webinars aim to delve deep and offer insights into the evolving BPM landscape. You can watch the full video of the second session <a href="https://www.youtube.com/watch?v=E23CeECUh9A">here</a>. Disclaimer: This article is generated and published by the Insider Studios team. You can get in touch with them on insiderstudios@businessinsider.in

Customer service hubs: Entering the golden age with Gen-AI and tech-driven solutions

<keyword id="19896380" type="General" weightage="20" keywordseo="Reliance-Industries" source="keywords" meta.keywordsubtype="org" meta.entityname="Reliance Industries" meta.hostid="261" meta.entityid="Reliance Industries">Reliance Industries</keyword>, under the leadership of <keyword id="19916798" type="General" weightage="20" keywordseo="Mukesh-Ambani" source="keywords">Mukesh Ambani</keyword>, showcased its vision for the future during the company’s Annual General Meeting (AGM) that was held today (August 29). During the AGM, <keyword id="19936674" type="General" weightage="20" keywordseo="reliance" source="keywords">Reliance</keyword> laid out ambitious plans that span across its diverse businesses. The conglomerate, which has interests ranging from oil to telecom to retail, is positioning itself as a key player in India’s growth story, with a particular focus on <keyword id="20239522" type="General" weightage="20" keywordseo="technological-innovation" source="keywords">technological innovation</keyword>, energy security, and retail expansion. <h2>Not chasing short-term profits</h2><keyword id="19898589" type="General" weightage="20" keywordseo="ambani" source="keywords">Ambani</keyword>, during his speech, said that Reliance is not merely chasing short-term profits but is dedicated to creating long-term wealth for the nation. He reiterated the company’s commitment to providing high-quality products and services that enhance the lives of Indian consumers. The chairman announced that the company’s board will consider issuing bonus shares on September 5, further rewarding shareholders as Reliance continues to grow. <h2>Transforming into a deep-tech company</h2>A major theme of the AGM this year was Reliance’s transformation into a deep tech company, with advanced manufacturing capabilities at its core. Ambani described this shift as essential to securing a place in the global top-30 companies in the near future. He highlighted the company’s strategic adoption of artificial intelligence (AI), calling it one of the most transformative events in human history. AI, he noted, opens up new avenues to address complex problems, making Reliance a net producer of technology. Reliance has been making significant strides in R&amp;D, with over ₹3,643 crore invested in FY24 alone, taking the total research expenditure to over ₹11,000 crore in the last four years. This investment is driving innovations in various areas, including bio-energy, solar power, green energy, and high-value chemicals. The company has also been active in digital research, filing patents in 6G, 5G, AI, and IoT, among others. Ambani assured that this tech-driven transformation would propel Reliance into a new phase of hyper-growth, multiplying its value in the coming years. <h2><keyword id="20337020" type="General" weightage="20" keywordseo="retail-business" source="keywords">Retail business</keyword> to double</h2>In addition to technological advancements, Reliance Retail, the company’s retail arm, is set to double its business in the next three to four years. Isha Ambani, Director of Reliance Retail, shared that the retail segment recorded a gross revenue of ₹3.06 lakh crore for the financial year ending March 31, 2024, marking a 17.8% growth over the previous year. The retail business has rapidly expanded, with Reliance opening 1,840 new stores in the past year, bringing the total to 18,836 stores across 79 million square feet of retail space. This growth has positioned Reliance Retail among the top-5 global retailers in terms of store count and among the top-10 in market capitalization globally. Isha Ambani emphasised that much of this growth is driven by a focus on smaller towns, where two-thirds of the new stores have been opened. Reliance Retail is also focused on creating high-quality, affordable products through its Consumer Brands business, which has seen the re-launch of popular brands like Campa, Lotus Chocolates, and Sosyo. Mukesh Ambani concluded by underscoring Reliance’s mission to provide energy security to India while also contributing to a cleaner and greener world. As the global landscape becomes increasingly uncertain, he expressed confidence in India’s role as a key growth engine in the global economy. The International Monetary Fund (IMF) projects that India will become the world’s third-largest economy by 2027, surpassing Japan and Germany. Ambani affirmed that Reliance will continue to be a driving force in India’s march toward becoming a developed nation.

Reliance AGM 2024: Company aims to double retail business, Mukesh Ambani says not pursuing short-term profit

New Delhi, The technology industry in <keyword id="19895063" type="General" weightage="20" keywordseo="india" source="keywords">India</keyword> reached $253.9 billion in revenue with an addition of $9.3 billion incremental revenue in FY2024 (estimated), growing at 3.8 per cent from FY23, a <keyword id="19955786" type="General" weightage="20" keywordseo="nasscom" source="keywords">Nasscom</keyword> report said on Friday. The technology industry added 60,000 net employees in FY2024 (estimated), with a total headcount of 5.43 million. However, the focus on digital skills continued to remain strong with AI, Cloud, data and cybersecurity emerging as top in-demand skills for the industry, the report noted. The Indian tech services export revenue (excluding hardware) is expected to touch $199 billion in reported currency, a growth of 3.3 per cent compared to FY2023. "We do see FY2025 as the year of capability building as the new normal. Navigating the current challenges will require the industry to focus on 4Rs -- Reshape - accelerate transition to AI-first companies; reskill - make talent the biggest competitive advantage; rewire growth and raise IP creation and R&amp;D investments," said <keyword id="19956660" type="General" weightage="20" keywordseo="debjani-ghosh" source="keywords">Debjani Ghosh</keyword>, President, Nasscom. The engineering research and development (<keyword id="20612065" type="General" weightage="20" keywordseo="erd" source="keywords">ER&amp;D</keyword>) sector alone contributed 48 per cent to the total export revenue addition in FY2024. Global Capability Centres or GCCs continue to invest in India, expanding their service portfolios at the same time new GCCs are setting up operations. The industry saw an addition of 53 new GCCs in 2023, the report said. "While headwinds like global economic slowdown, inflation, recessionary fears and geopolitical conflicts continue to pose challenges, we are confident that the industry will bounce back," said <keyword id="20134134" type="General" weightage="20" keywordseo="rajesh-nambiar" source="keywords">Rajesh Nambiar</keyword>, Chairperson, Nasscom. With digital tech spending expected to grow in 2024, "We will also witness emergence of alternative demand source, customer retention, faster go-to-market strategies in newer markets for enterprises," Nambiar added. With continued investments by the government and enterprises in emerging technologies, India's domestic sector emerged as the great propeller. Focus on application development, automation, verticalised products, software-as-a-service (SaaS), data migration for AI and Cloud enterprise spending are some of the notable drivers to this growth, the report showed. "The industry is committing 60-100 hours per year per employee on upskilling," the findings showed.

Tech industry in India hits $254 bn in revenue in FY24, adds 60K employees

India’s <keyword id="20312255" type="General" weightage="20" keywordseo="Business-Process-Management" source="keywords">Business Process Management</keyword> (<keyword id="700088" type="General" weightage="20" keywordseo="bpm" source="Orion">BPM</keyword>) industry is defying predictions that generative artificial intelligence (Gen-<keyword id="6355999" type="General" weightage="20" keywordseo="ai" source="Orion">AI</keyword>) could pose challenges for them. Instead, the sector is making a bold bet on AI and skilled talent to fuel its resurgence. With significant investments underway, industry leaders are confident that these efforts will show results within the next 3-5 years. “All of us are investing. And, the ROI will start coming in the next 3-5 years,” Harita Gupta, Head of Global Experience, SVP Global Business Operations Solutions and Support at Sutherland and the chairperson of <keyword id="19955786" type="General" weightage="20" keywordseo="Nasscom" source="keywords" meta.keywordsubtype="org" meta.entityname="Nasscom" meta.hostid="261" meta.entityid="Nasscom">Nasscom</keyword> BPM Council. She shared these insights during a panel discussion on “Data, Technology, Skill and Customers – The New Value Levers for BPM in India,” hosted by Business Insider India. Leaders in the <keyword id="21482461" type="General" weightage="20" keywordseo="BPM-industry" source="keywords">BPM industry</keyword> are confident about <keyword id="19985355" type="General" weightage="20" keywordseo="Gen-AI" source="keywords">Gen-AI</keyword>’s potential to create markets that have never existed before, help them do what they have already been doing for a decade more efficiently, and transform their companies into AI-driven enterprises. The Indian BPM industry generated $48.9 billion revenue as of FY24. <div type="Youtube" id="utbJS9i9RgA" title="Unlocking New Value Levers For BPM In India: The Role Of Data, Tech, Skill And Customers" thumbUrl="https://i.ytimg.com/vi/utbJS9i9RgA/mqdefault.jpg"><url><![CDATA[https://www.youtube.com/watch?v=utbJS9i9RgA]]></url></div> <h2>Tapping into emerging <keyword id="21859797" type="General" weightage="20" keywordseo="talent-hubs" source="keywords">talent hubs</keyword></h2> Traditionally, it is present in India’s metro cities, like Delhi, Bombay, Bombay and Pune. In its second innings, the BPM industry has shifted its focus to Tier-II and Tier-III cities, which offer a wealth of talent, lower operational costs and more accommodative regulations. “The industry has started to take jobs to where the talent is rather than the other way around,” remarked Sapna Bhambani, the Senior VP of Operations and Geo Leader at TaskUs. She highlighted that over half of TaskUs’ business is now based out of Tier-II cities with Indore and Mohali leading the way. “The states where the government is extending a helping hand are the most successful emerging hubs,” Bhambani added. Nasscom too is keen on Tier-II and Tier-III cities for the expansion of the BPM industry, identifying Lucknow, Kanpur, Coimbatore, Trichy, Indore, Bhopal, Vizag and Vijayawada as notable emerging hubs. Gupta emphasised that the industry body will be working hand-in-hand with the universities and institutions in the area to build talent pipelines and garner support. And hiring from Tier-II cities is not just about tapping into new talent pools; it’s also improving employee retention, which has been a pain point for the industry in recent years. Tech Mahindra has tried to counter this by hiring for non-frontline roles from within the company, rather than hiring new talent. However, as Venkatesh Korla, the CEO of Americas at Hinduja Global Solutions (HGS) pointed out, a cultural shift is still needed to rebrand BPM jobs. “It’s changing. It’s not 100 percent there yet… They’ve realised there’s a lot more stickiness and a lot more opportunity in the BPM space, and we see talent also want to take on these jobs,” Korla explained. <h2>Creating new markets</h2>Most AI processes are trained using large language models (LLMs). Many, GPT-Neo and BERT, are open-source, which means they’re free for anyone to use. However, enterprises are looking to build their own LLMs in-house to train their AI products primarily to maintain control over proprietary data – a move that opens up new opportunities for BPM firms. “Large SAS companies want to integrate their own LLM in their products and they require the same BPM services to actually train their models. That’s a huge opportunity,” Birendra Sen, the President of Business Process Services at Tech Mahindra, told Business Insider. <h2>The need for experimentation</h2>While the use of Gen-AI in the BPM industry is widespread, many initiatives are still in the Proof of Concept (POC) stage. This implies that while there is investment, both in terms of money and manpower, directed at creating more Gen-AI led solutions, they may not necessarily succeed. “If something fails, we just fail fast and move,” Gupta told Business Insider. Moreover, leaders like Venkatesh Korla view AI as a transformative tool that complements human expertise rather than replacing it. “AI is going to help in coaching, compliance, and in quality control. I call this the Iron Man's suit or the J.A.R.V.I.S. for Iron Man because it never replaces the human inside the suit. So, that's really how we need to look at it,” Korla remarked. India’s BPM sector has demonstrated resilience and adaptability in the face of previous challenges, such as the rise of automation and the shift towards digital services. It is now poised to reinvent itself, this time by integrating AI with human expertise and expanding into new talent hubs. With a strong focus on innovation and upskilling, industry leaders are optimistic about the future, anticipating that these strategic moves will secure India’s position as a global leader in the BPM landscape over the next few years. This article is part of a four-part webinar series in partnership with Nasscom. These monthly webinars aim to delve deep and offer insights into the evolving BPM landscape. You can watch the full video of the first session <a href="https://www.youtube.com/watch?v=utbJS9i9RgA">here</a>. Disclaimer: This article is generated and published by the Insider Studios team. You can get in touch with them on insiderstudios@businessinsider.in

The future of BPM in India: AI, talent hubs and a new growth strategy

<ul><li>More than 51% of techies said that they spend anywhere between 9-12 hours at work, as per a survey.</li><li>Unrealistic timelines, excessive meetings, and company cultures that value and reward overwork — are the reasons for long hours.</li><li>The resultant health effects include acidity, gut problems, back and neck pain, erratic sleep cycles, muscle stiffness and more. </li></ul>It’s official. <keyword id="19895063" type="General" weightage="20" keywordseo="india" source="keywords">India</keyword>’s tech professionals are among the most overworked, putting in way longer hours at work than the global average. As per a report by Onscurity &amp; Knowledge Chamber of Commerce and Industry (<keyword id="20246448" type="General" weightage="20" keywordseo="kcci" source="keywords">KCCI</keyword>) – more than half of the country’s techies work for an average of 52.5 hours a week. This is considerably higher than the national average for India, which is 47.7 hours a week. As per the US Bureau of Labour Statistics, the average number of hours worked per week is around 36.4 in the informal sector! Stats paint a grim picture More than 51% of Indian techies surveyed said that they spend anywhere between 9-12 hours at work, as per a survey conducted for the report. While 2% said that they spend over 12 hours working, 47% adhere to the 5-8 hour schedule. A staggering 55% of tech professionals reported that working late hours significantly impacts their health. This higher work burden is leaving them with a myriad of health problems — such as acidity, gut problems, back and neck pain, erratic sleep cycles, muscle stiffness, eyesight-related issues, weight gain, and intense headaches. As per the KCCI report titled ‘Burying the Burnout: Decoding the Health Challenges of India’s Tech Geniuses’, 26% of techies are experiencing exacerbated sleep problems, with more than 51% of them getting only an average of 5.5 to 6 hours of sleep per day. “Frankly, working in the IT/ITES sector is exceptionally demanding, akin to traversing a tightrope. With tight deadlines and inevitable setbacks, employees' health often bears the brunt. Therefore, focusing on preventive measures is paramount,” said <keyword id="21013145" type="General" weightage="20" keywordseo="bharat-patel" source="keywords">Bharat Patel</keyword>, secretary general of KCCI. The survey respondents were software developers, web and app developers, data analysts, data scientists, UI/UX designers and more. It was conducted in pan-India in cities including Delhi, Bangalore, Kochi, Ahmedabad, and Kolkata. Excessive meetings vs Family events What is making techies put in longer hours than their peers? As per the survey — unrealistic timelines, last-minute changes, dissatisfaction with initial iterations of work completed etc. The most notorious of the reasons as per the survey included excessive meetings. Company cultures that value and reward overwork, pressure from management; and not least of all, perceived career advancement opportunities tied to working long hours, also push the workforce to adhere to excessive work hours. “Many tech roles in India are inherently demanding, often necessitating a predominantly sedentary lifestyle. Collectively, these factors contribute to a detrimental impact on the well-being of these individuals,” the report says. Nearly 45% of tech professionals disclosed that their mental health is suffering, with stress, anxiety, and depression taking a toll. Increased job hours also translate to less family time. As many as 74% of techies are sacrificing family events and celebrations due to work demands. The report adds that as individuals consistently prioritise work over personal and family commitments, it can lead to feelings of isolation, loneliness, and burnout. “It's crucial that we don't overlook the daily struggles of tech professionals in our pursuit of success, as neglecting their well-being could not only render technology jobs unappealing but also hinder the true potential of these individuals,” said <keyword id="21013144" type="General" weightage="20" keywordseo="yogesh-agarwal" source="keywords">Yogesh Agarwal</keyword>, Founder and CEO, <keyword id="21013146" type="General" weightage="20" keywordseo="onsurity" source="keywords">Onsurity</keyword> added that the survey findings should serve as a wake-up call for tech companies. As more and more stakeholders push to prioritise health and personal time over never-ending work requirements, the time is perhaps ripe for companies to revisit their internal work culture to make employees more productive and not miserable over the long term.

You Searched For "Indian tech industry" and got 10 results

Samsung Electronics plans to lay off over 200 Indian employees to reduce costs, details inside

BI India Bureau

SIMPLY PUT: What’s with all “Unbossing” talks? Are Indian companies also embracing this global trend?

Divyanshi Sharma

Google Play announces best apps and games of 2024 in India: All you need to know

Divyanshi Sharma

Indian IT sector staring at 2nd straight year of muted revenue growth: Crisil

PTI

We left stable careers in tech and consulting to open a cocktail bar in New York City. It was professionally risky but worth it.

Erin Snodgrass

Customer service hubs: Entering the golden age with Gen-AI and tech-driven solutions

Insider Studios

Reliance AGM 2024: Company aims to double retail business, Mukesh Ambani says not pursuing short-term profit

BI India Bureau

Tech industry in India hits $254 bn in revenue in FY24, adds 60K employees

IANS

The future of BPM in India: AI, talent hubs and a new growth strategy

Insider Studios

Headaches, acidity, eyesight issues & more — working for over 52 hrs/wk is taking its toll on Indian techies

Katya Naidu

Popular Keywords

Buying Guides