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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

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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A Smarter Way to Quantify Cybersecurity Risk

Not every application or data asset requires the same type or level of cybersecurity protection. BCG’s Cyber Doppler tool quantifies the likelihood of a cyberattack occurring as well as the impact of a successful attack.
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‘Pulse check’ of Digital in Trade Finance

Boston Consulting Group have again co-ordinated with SWIFT and The International Chamber of Commerce (ICC) to launch their latest paper on the digitisation of trade.
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The $1 Trillion Opportunity in Digital Support Functions

Using a three-part approach, companies can redesign processes and choose the right tools to unlock the real value of digital technology in support functions.
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The Big Leap Toward AI at Scale

Companies are encountering the “AI paradox”: it is deceptively easy to launch projects with AI but fiendishly hard to reach scale.
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Redefining Corporate Banking Relationships in a Digital World

It’s time for banks to change their approach to service and service delivery, using a diverse mix of digital and human-enabled services tailored to customer needs.
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