Ep 012 The Service Operations Podcast – Demand Management with R Muralidharan

In this episode, I am speaking to R Muralidharan (Murali) around Demand Management. In this podcast, Murali shares his perspectives on building repeatable, sustainable and replicable models in service strategy and his pet theory of why it makes sense to approach the service strategy by deeply understanding the demand side and  asking yourself all the time, what is the impact of this decision on the customer in whatever you do. Murali has over 33 years of experience in the Banking Financial Services and Insurance Sector. Over the last decade, he has held CEO/COO / Top Leadership positions across institutions such as ICICI Bank, Dhanlaxmi Bank and L&T Financial Services. He currently works with Leadership Centre and is a Director on the Board of  Utkarsh Small Finance Bank and PGIM Mutual Fund. Through his career, Murali has been a part of Strategic and Leadership committees and has held Board Positions in the business and not for profit organizations.  He has led several transformational industry first projects that sit at the cross section of Business, Technology and Operations at the core of which was customer service experience. His passion for customer experience led him to becoming the Vice-Chair of Customer Service Excellent Foundation. Link to the video podcast: https://youtu.be/IqbiEF25EnU Thank you for joining us in this conversation Murali: https://www.linkedin.com/in/muralidharan-rajamani-7282729/ Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/