Friends

I welcome you to Avaya GlobalConnect's special Knowledge Portal on Customer Responsiveness. This portal is designed to encourage the CEOs, the functional heads and the practice leaders to share their experiences in the area of Customer Responsiveness with their counterparts across the industries and create a winning differentiation for their companies.

Our tryst with Customer Responsiveness began over six years ago, when we launched it as a major internal initiative within our own realm. It was in 2003, that we looked beyond our boundaries and introduced Customer Responsiveness to the world. A pioneering platform, the CEO Forum for Customer Responsiveness was nurtured by Avaya GlobalConnect, which brought together like-minded business leaders from different industry verticals to deliberate on the new concept and industry trend. Today, Customer Responsiveness is a full-bodied, mature movement, which is being supported by over 800 leading Indian organizations such as yours.

Some of you, who have been part of this milestone-peppered journey from the outset, will know what I am talking about. You would have seen the initiative grow and evolve—from its modest beginnings as CEO Round Table discussions, to a robust movement that recognizes the outstanding practitioners of Customer Responsiveness. The Avaya GlobalConnect Customer Responsiveness Awards, launched in 2005, have become the benchmark for companies that have dedicated themselves to delivering an exceptional customer experience.

This January, when we successfully concluded our second round of Customer Responsiveness Awards, a number of companies, winners or not, posed to us this key question—can you help us improve?

It was clear that organizations were looking for ways to improve their operations to deliver improved level of customer experiences. This was a perfect opportunity for us to develop a platform which would enable organizations across the industries to share their business practices for larger good. We chose to do this as a contest to encourage continuous inflow of highly effective and proven customer responsive business practices. The contest format will also enable us to recognize the people behind these innovative business practices in various ways.

I would like to invite you to join this initiative and stake your claim to both the Awards.

Clearly, Avaya GlobalConnect's Customer Responsiveness engine is moving ahead at full steam. We have already come a long way and are consistently innovating to ensure that Customer Responsiveness remains on the boardroom agenda of India's business community.

I invite you to join us as we move up the Customer Responsiveness curve and contribute towards the new, most exhilarating chapter in the history of this movement.

Niru Mehta
MD & Vice Chairman, Avaya GlobalConnect Ltd
Founder - CEO forum for Customer Responsiveness