At the IBPAP C-Suite Forum titled “Unlocking Productivity Excellence,” ProHance CEO Ankur Dhingra shared his vision for driving sustainable productivity through innovative technologies. Dhingra emphasized the need for businesses to establish a presence in key markets, like the Philippines, and reimagine operations with the right technological tools.
Keynote Highlights: A Roadmap to Sustainable Productivity
Dhingra discussed how productivity measures, common in contact centers, are often lacking in IT and Global Capability Centers (GCCs). He highlighted that the globalization of services will continue, driven by labor shortages in developed countries and cultural challenges. Work will migrate to regions with the best talent, with technology playing a key role in this transition.
He stressed that the hybrid work model is here to stay, with companies needing to build infrastructure and culture around it to attract talent. Despite the increasing complexity in the enterprise productivity space—ranging from bots and automation to generative AI—Dhingra reminded us that human decision-making remains crucial. “Focus on first principles and prioritize productivity,” he advised.
Dhingra concluded by emphasizing that human capital remains the most critical asset. As simpler tasks become automated, the focus will shift to more complex, value-adding roles. Companies with robust measurement systems to manage sustainable productivity will have a competitive edge.
Panel Discussion: Productivity Challenges and Strategic Solutions
A panel of industry leaders, moderated by Jack Madrid, President of IBPAP, discussed unique productivity challenges and strategies for improvement:
- Anshum Sinha (Shearwater Health) emphasized that remote work is here to stay, providing access to a broader talent pool but requiring new management approaches and technology utilization.
- Rommel Regino (Inspiro) highlighted a model that brought 85% of employees back onsite to address data privacy concerns, offering a cost-value proposition for physical centers but recognizing remote work isn’t always cheaper.
- Michelle Alarcon (Z Lift) noted that remote work has led to a focus on justifying face-to-face meetings and driving productivity, while local clients’ expectations of office presence remain a challenge.
- Irish Beley (Carelon) shared that by 2022, 80% of work could be done in a hybrid model, emphasizing the importance of performance management and employee engagement activities.
Impact of Leadership Styles on Productivity
Panelists agreed on the need for adaptable leadership styles:
- Irish Beley advocated for situational leadership.
- Michelle Alarcon stressed role modeling and a results-driven approach.
- Anshum Sinha highlighted empowering teams with the right tools and autonomy.
- Rommel Regino underscored leveraging technology strategically while balancing in-person and virtual tasks.
Balancing Technology Use with Employee Well-Being
The panel addressed the challenge of technology overload and its impact on sustainable productivity:
- Anshum Sinha recommended transparent communication about the strategic role of new technologies.
- Rommel Regino emphasized thorough risk assessments and maintaining privacy during technology implementation.
Data Security and Generative AI
On managing data security with generative AI, Michelle Alarcon advocated for integrating AI into strategic planning and enhancing data literacy across all organizational levels to support sustainable productivity.
Key Performance Indicators (KPIs) for Productivity
Panelists shared their focus on key KPIs:
- Irish Beley: effort, first-call resolution, and customer experience.
- Michelle Alarcon: employee well-being, project delivery, and training time.
- Anshum Sinha: employee engagement and technology adaptation.
- Rommel Regino: revenue share, process excellence, and compliance.
Final Thoughts
The forum underscored the importance of leveraging technology, fostering adaptable leadership, and maintaining a focus on sustainable productivity strategies to succeed in today’s dynamic business environment.
Want to dive deeper into strategies for driving sustainable productivity in your business? Visit our blog to explore more insights on leveraging technology, leadership, and effective employee engagement to achieve long-term success.
