The Workplace Centre Limited (TWCL) is a business consulting firm in Nigeria which has clearly demonstrated that servicing levels are not up to the mark for customers at large. Much management training is required across industries to educate regarding the value of customer service provided. The image existing at present in Nigeria is of public sector enterprises lacking coordination and consistency over their operations. Nigerian brands will go on to achieve major success in Africa and the wider world if this one detriment can be cleared out.

An HR Tech Conference was held in October, 2015 which looked into the different ways in which technology is getting integrated into corporate training modules. Capgemini is among the pioneers in this change as the organization has implemented a company-wide interface which can be logged on at any time to aid learning and development of employees. Integration with technology has also helped making the training curriculum more global in nature and suitable to the present needs. Tutorial videos, transcripts and regular assessments are all part of this portal.

Ganesh Ayyar, the CEO of Mphasis has provided us with management consulting on ways to transform the corporate culture. He says that physical transformation is easier as it is aided by such instruments as reporting lines or incentive schemes, but the real challenge in organization building is the work culture among the people associated. It is all the more important in today’s digitally wired world where cannibalization is frequent. Also one must embrace failure as it is part of the learning curve and business innovation will not occur without the aid of the same. Apple is one perfect example of an organization bouncing to the top after learning from past misses.

You may not believe it but today, knowledge and expertise are increasingly  becoming a commodity? Now everyone can become an expert with just a click. Talk to experts in auditing, engineering and business consulting and they will voice their concern about the trend that professional knowledge is becoming a commodity. For instance, automation of preparation of tax returns and auditing. Also, all the information including the latest about any field is already available on the internet and clients are wanting to know what they don’t already know. In addition, a lot of the content is being written by Artificial intelligence.  

Expertise or complex knowledge no longer demands the huge premium it used to in the past. Firms now fear vulnerability and expect instant response. The question is if the traditional delivery of expertise is no longer acceptable then what is? The answer maybe lies in the trust equation. What is this trust equation? To find out, we urge you to read this article and also discover what is becoming more and more important today, “what you know” or “who you know?” 

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