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How digital is changing the way support functions add value to businesses

Sukand Ramachandran is a member of Boston Consulting Group’s Financial Institutions and Technology Advantage practices. He advises clients across industries on digital and technology-enabled transformations. He leads BCG’s corporate banking work in Europe, its trade finance work globally, and the firm’s work in technology and digital in wholesale banking as well. 

Since joining BCG in 2006, Sukand has focused on helping banks worldwide transform how they engage with customers and harness technology, business processes, and organization design to transform their operations. He has deep experience in customer service transformations and in deploying intelligent automation technologies (artificial intelligence, robotics automation, etc.) to drive a step-change in how value is delivered within businesses and to customers.

AREAS OF EXPERTISE

EDUCATION

  • MBA, distinction, London Business School
  • MA, first class honors, statistics, Indian Statistical Institute
  • BA, honors, statistics, Indian Statistical Institute

HONORS AND AWARDS

  • London Business School, Alumni Service Award, 2009

Publications and Videos

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Cloud Cover: Cloud Prices Rise as the Era of Generative AI Dawns

Many have wondered if inflationary pressures and weaker revenue growth for cloud service providers would lead to price increases. That time seems to have arrived.
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How Generative AI Is Already Transforming Customer Service

Generative AI has been shown to boost customer service productivity. Now companies must decide how and where to deploy it to derive the greatest value.
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Cloud Cover: Introducing a Standardized Pricing Index

This inaugural snapshot of the cloud industry introduces a rigorously standardized pricing index and looks at four trends shaping the industry.
Financial Institutions Must Get Serious about Digital Ecosystems | Rectangle

Financial Institutions Must Get Serious about Digital Ecosystems

The next few years could be make-or-break for some banks. If they don’t join the digital ecosystem movement, they will be consumed by it.

Wholesale Banking Reinvention

The wholesale banking business ecosystem faces numerous challenges and disruptions in its value chain—navigating an evolving regulatory framework, reducing costs, optimizing capital, and developing sustainable finance and investing practices.

10 Trillion Case for Open Trade

The $10 Trillion Case for Open Trade

Compared to a future of rising protectionism, fair trade would lead to gains of $2 trillion in global GDP annually, through 2025—and much faster economic recovery from COVID-19.
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Redefining Customer Service for the Future

Leaders who have stabilized their contact center operations must now think about harnessing the positive changes unleashed by the crisis.
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Contact Centres under COVID-19 Conditions: sustaining through uncertainty

The global COVID-19 pandemic continues to take hold. Most customer service organisations are deep into crisis management mode, going beyond existing business continuity plans with great dedication and ingenuity to maintain mission-critical operations.
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Contact Centres under Covid-19 conditions: Dynamic responses required to respond to a rapidly changing situation

The COVID-19 global pandemic has already had an extraordinary impact on people’s lives. As social distancing and isolation policies become more prevalent, contact centres have become a vital remote human connection to the services and businesses that consumers depend on.
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A Technology Action Plan Around COVID-19

Shifting consumer patterns have put supply and demand into extreme unevenness and imbalance, while the movement of people and goods has slowed dramatically. General consumer fears and business concerns have created an environment of unpredictability, driving the public markets, among other things, into turmoil.
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With ERP and Digital Support Functions, It’s Not Either-Or—It’s Both

Adopting a best-of-breed approach improves flexibility in critical processes while unleashing more agile ways of working.
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Digital Ecosystems in Trade Finance: Seeing Beyond the Technology

Global trade continues to recover following the dip caused by the financial crisis. Of course, trade volumes are currently threatened by a slowing global economy, trade tensions between the US and China, and the real possibility of a no-deal Brexit.
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