Over the past ten years, business process outsourcing has been a tremendous growth industry in India. Companies like Wipro have become international players by providing customer service for American multinationals. But there are signs that the boom could be coming to an end, if changes aren’t made soon. Delta Airlines withdrew a long-term agreement with Wipro because of negative feedback. United Airlines has also brought its customer service organization back to North America. Speaking with Nina Mehta and Jessica Mehroin Irani of India’s Economic Times, Dev spoke about how a lack of empathy has jeopardized the growth of outsourcing — and how a focus on empathy might offer a way forward.
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May 5, 2009 9:34pm
May 1, 2009 4:21pm
Ciara LaVelle has reviewed Wired to Care for American Eagle Airlines’ magazine Latitudes, and we’re quite pleased to report that it’s a nuanced and appreciative take on our little book:
“Empathy is not a word often associated with giants like IBM or Cisco. But using dozens of real-life anecdotes from his years as an adviser to top companies, Patnaik shows that the world’s most successful businesses stay current by knowing their customers—understanding how they think and feel—then making products and business decisions to match. ”
Read the full article, or just wait for your next flight!
April 29, 2009 10:57am
In the Bay Area, Chris O’Brien’s columns about technology and business in Silicon Valley offer an insightful view into the innovation-obsessed place we call home. That made it a particular delight to catch his latest column, a deep look into Wired to Care to see the lessons it holds for business and for people in the wake of tremendous technological change driven from Silicon Valley. It’s a great piece, and it really made us re-examine our own book. It’s well worth your time.
April 29, 2009 10:53am
Dev is currently on a whirlwind tour of India to launch the first overseas release of Wired to Care this week. Last night, he spoke at the Confederation of Indian Industry, speaking with many of the nation’s leading businesspeople about the power empathy has to grow their business. A reporter for Indopia was there to capture the message and spread the good word.
April 27, 2009 4:01pm
Oftentimes, we think about change in a business as coming from the top. Executives make a decision, and the rest of the organization follows. But change is usually a lot more emergent and interesting than this. In our newest column for BusinessWeek, we look at how empathy transformed the performance of a single division within a large insurance company.
April 22, 2009 10:23am
The debate at Harvard Business School over how to fix business schools has been great fun — and very thoughtful, to boot. Now, it’s starting to get some wider attention. Time Magazine’s business columnist Justin Fox breaks down one of the more fascinating debates, which is whether an emphasis on economics led to the kind of disconnected decision-making that created the credit default swap disaster of last year. We weigh in with our take at the end. The problem isn’t economics — it’s a business school culture that trains future managers to be machivellian.
April 7, 2009 4:52pm
The IndUS Business Journal, a magazine chronicling the success of entrepreneurs and professionals, of South Asian descent, ran an incredibly generous profile of Dev in its April 2009 issue. The article, by Martin Demarais, relates how early experience working in India ultimately led to the ideas that Jump was founded upon: empathy, the connection between design and strategy, and the ideas that businesses don’t just make money, they create wealth. It’s an incredibly kind piece, and it goes some way to showing what led to the creation of Wired to Care.
April 5, 2009 9:31pm
One of our favorite chapters in Wired to Care is the tenth one, “The Golden Rule,” which explores the impact of empathy on ethical behavior. Rather than get caught up in highly technical discussions of how much a rule can be bent, an organization that has widespread empathy can largely manage ethics by the Golden Rule. Put yourself in the shoes of people on the recieving end of your actions, and then figure out if it’s right or wrong. And then we go into the religious history of the Golden Rule, the neurological bases of it, and a remarkable, pivotal moment of the 2008 Republican presidential primary.
That’s why we had such a great time speaking with Steve Watkins of Investor’s Business Daily for his management column: we were able to unpack and discuss all the ideas in chapter ten in a way we haven’t previously. Remember, the question isn’t whether an individual is ethical; what matters is if the wider culture at the company is set up to bring about ethical behavior. A company can create an environment that makes it easy to be good, as Cisco, The Four Seasons, and many others have, or it can create a culture that asks employees to bend the rules, as Enron and many others have.
April 3, 2009 9:01am
We’ve pulled together our thinking about the economic crisis and the political style of President Obama for a high-impact column over at the Huffington Post. The piece is probably the best we’ve been able to articulate just what a special moment we are at as a culture, and what kind of leadership will be required to dig us out of the hole we’re in.
March 26, 2009 9:11pm
The real goal of marketing, once all the layers of complexity are removed, is to demonstrate that you understand people and have a solution that can meet their needs. But that can get all too easy to forget inside large organizations with multibillion dollar marketing budgets. Dev offers clear direction for marketers for how to benefit from empathy and transform it into a growth strategy in the CMO Council’s magazine “Marketing Magnified.”