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Susan is an independent digital communications and user experience strategist. She helps companies discover their brand voice and grow their business.
Shubharthi is currently part of the strategic marketing team at Regalix. His expertise mainly lies in the account-based marketing and programmatic advertising space.
Priscilla is a content writer who has worked for Infosys Technologies and other technology startups in India and abroad.
Moulishree is a freelance journalist with over 7 years of experience, she writes research-based analytical stories on technology and business.
Avanish is a Bangalore-based journalist who writes on business with a specific focus on technology companies.
Priyanka has covered every aspect of the IT industry as a tech journalist since its early days. She is now an independent writer, working on subjects like digital marketing, enterprise technology and high-performance computing, among others.
A freelance content writer, S. Sahu was the former editor of TCS's house magazine at Tata Consultancy Services. He developed tech marketing collateral for the company and helped compile and edit books and journal articles on TCS's technology innovations. He also ghostwrites print and online publications.
Prajwala is a Bangalore-based freelance journalist who writes on social issues, stories of human interest, and art and culture, among others.
Rajesh Nanarpuzha is an Assistant Professor of Marketing at IIM Udaipur. Previously, he has worked as a brand manager in Dabur, and as a business consultant in the retail and consumer goods domains at Cognizant and Tata Consultancy Services. Rajesh has an MBA from IIM Indore and a doctorate in marketing from IIM Ahmedabad.
Priyokumar Singh Naorem
He is a passionate UI & UX designer who thrives on creating engaging creative solutions.
A freelance illustrator, artist, graphic novelist and designer. She has designed and illustrated several book covers. Her personal illustrations so far have attempted to seize the fleeting absurdity and mood of places, things and people she encounters in a childlike, intuitive and expressive manner with closure, beauty and innocence – the things that she desires.
She is an artist and an educator who has taught and lectured at The School of the Art Institute of Chicago, Oxford University, the Victoria and Albert Museum among other institutions. Her installations, paintings, thread work and sculptures have been exhibited in Saatchi Gallery - London, C24 Gallery - New York, and Museum of Contemporary Art – Lyon, among other notable galleries and museums from around the world.
Purna Chandra Mahato
A commerce graduate from Delhi University, Parul pursued a masters in fine arts from Nottingham Trent University in the UK. As an artist, she is interested in line as a subject which has led her to follow architectural lines in built environments. She says she is also interested in how we perceive the environment that we inhabit and what happens when a subtle shift is made in things which we have been used to seeing in a certain way. We present six of her artworks here.
Shweta Malhotra is a graphic artist and designer from Mumbai, based in New Delhi.
After working with ad agencies and design studios for close to 8 years, she branched out on her own and currently works independently.s Her overall design aesthetic is minimal, bold and graphic, a response to the maximalist visual language prevalent in India.
Rithika Merchant (b.1986) received her Bachelor’s Degree in Fine Arts from Parsons the New School for Design, New York in 2008. She has exhibited extensively since her graduation. Recent exhibitions include a duo show “Reliquaries: The Remembered Self” at TARQ, Mumbai; “Language of the Birds: Occult and Art” at 80WSE Gallery, New York; and group shows at Summerhall, Edinburgh and Artry Gallery, Kochi. Her work has been included in multiple group shows at Stephen Romano Gallery and The Morbid Anatomy Museum, New York. Born in Mumbai, she now divides her time between Mumbai and Barcelona.
Aniruddh Mehta is an artist based out of Mumbai, India. Trained in graphic design from the London College of Communications, Aniruddh is a self-taught illustrator and currently works as an independent freelance designer. He believes in finding the right balance between art and graphic design. He has worked closely in collaboration with Bhavishyavani Future Soundz, Qilla Records, Taxi Fabric, Adidas, Dell and United Colours of Benetton. He also goes by the moniker, ‘thebigfatminimalist’ and his style ranges from bold minimal forms to more intricate pieces exploring patterns and geometry.
Paramesh is an artist who enjoys working in both the realistic and abstract style of painting. He loves working with water color. Featured in this issue are a set of water color works that he has created exclusively for us on the subject of digital transformation.
Based in Mumbai, Chandrashekhar Thakur is a Senior Art Director and Illustrator at Truebil.com and the Founder of HAPPiNESS For You. He loves working with new styles of art and considers illustration to be his forte. Chandrashekhar has completed his BFA from DY Patil College of Applied Art.
Concept and Direction
Head of marketing at Regalix, Nimish drives research in emerging technologies and customer experience, and takes a keen interest in creative arts.
Ankur has been a part of Celonis, the world's #1 Execution Management System, since 2017, when the organization had just around 20 people in the Americas. He joined as their first Customer Success Manager and now serves as Director of Customer Success in North America, overseeing Retention & Expansion for the existing customer bases in various regions within North America. Ankur is an avid sports fan who grew up playing soccer and tennis and today supports the Chicago Bulls, New York Yankees and New York Jets. In his spare time, he enjoys spending time with his wife Kavita, dog Jordy, and loves to cook, barbeque, and is always up for a hike.
Interviewed by Nimish Vohra
// What significant challenges are you facing as a result of COVID, and how do you work around them?
COVID has undoubtedly brought some of the most unique, never before seen, challenges for customers and ourselves. For our customers, supply chains have been turned upside down due to altered production capacities, and working capital priorities have changed; that’s just a few. This led to shifting customer priorities, and, in many cases, freezing of existing projects, initiatives, or implementations. In some scenarios, this meant customers reaching out to us requesting a pause on their existing engagements.
At the onset of COVID, we proactively reached out to our entire customer base to extend a helping hand in the form of our COVID Outreach Program. Fortunately for us, reminding our customers of the power of Celonis and how it can add significant value in helping them navigate their new challenges, often led to even greater engagement amongst our customers. This sometimes meant completely pivoting from use cases we were weeks into working on and focusing instead on a new scope or challenge the customer was dealing with.
For my Customer Success team, this has led to an even better-engaged customer. Across the board, regardless of what strategic initiatives or challenges Celonis was brought in to address, our customers have approached us in the last 6-9 months with new priorities to help them navigate these uncertain times, whether it’s for immediate process transparency or to operationally improve specific KPIs/metrics. Though we’ve been growing at an exceptional clip, we’ve had to continue to hire and grow our team across the globe so that we can support our customers. One thing remains consistent: We are a customer-centric organization that is constantly looking for ways and opportunities to support our customers however we can.
// Has COVID changed the way you interact with your customers?
There is no doubt that COVID has changed the way we work here at Celonis. From onboarding our customers to discovery/requirements workshops, all the way to go-live, we’ve had to pivot how we’re engaging with our customers. In-person meetings and workshops have turned into Zoom sessions. Longer workshops (those we’d typically run over the course of a day or two) have now transitioned to shorter segments stretched over 3+ days. We’ve found creative ways to ensure we’re still able to deliver to our customers with high quality and speed.
//What has been your single biggest focus during this period?
COVID has resulted in uncertainty across the board. Some organizations have thriving businesses but many have seen a slow down in sales and overall financial performance. On top of that, the economy has generally been strong despite the challenges of COVID. My top priority, both before COVID and especially now during COVID, has been to ensure we’re driving adoption and operational usage of Celonis across our customers. Our most successful customers are reinventing how they are running age-old business processes to be more streamlined and efficient, and are shifting the narrative from being cost centers to profit centers for their organizations. Celonis can help with exactly that, so, driving day-to-day operational usage has been a top focus as we look to engrain Celonis in how our customers are running their processes.
// What are the lasting industry-wide changes that you expect to see staying beyond the COVID phase?
Leaner, streamlined business processes with heightened customer satisfaction expectations will prevail post-COVID. This means instilling automation capabilities, or AI/machine learning technology to create consistent customer experiences. Organizations that come out of crises of the past strongest are those that are constantly looking to innovate.
// If you could share one piece of advice with the industry at large during this time, what would it be?
One of Celonis’ core values is to "Live for customer value." Customer success organizations strive to be outcomes-focused, but what COVID has taught me is that sometimes this will require you to go above and beyond the scope of the job. Take the time to really know your customers, how they — as an organization and at the individual level — are impacted by the challenges of today. Get creative with how you can support them with your product, be it through a customer success team or in any other way. Standing by your customers’ side and supporting them in the difficult times will not be forgotten when the world returns to normalcy.
Cost vs. value is being scrutinized closer than ever before
Atul Mathur, Senior Director, Customer Success, Microsoft
Businesses are increasingly open to bold ideas
Santosh Sahoo, Senior Director, Customer Success, MuleSoft
Reaching decision-makers is getting harder
Steve Beamer, VP Customer Success & Transformation, Element