Sanjeet Kaur Bali - "Solving Dysfunction at All Stages of the Customer Journey"
Sanjeet Kaur Bali, SVP of Global Customer Support at Infor, outlines why organizational dysfunction quietly erodes scale, service, and innovation across every function. She explains how support leaders can surface root causes through data and constructive confrontation. She also describes the power of transforming support into a strategic growth engine.
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Whatβs Inside [1:08] Introduction to Sanjeet Kaur Bali [36:04] Full Podcast Episode [2:40] Full Episode Highlights [5:44] Why Organizational Dysfunction Is a Silent Growth Killer [3:51] Making Dysfunction Fixes Your Top Organizational Priority [4:36] Elevating Support From Operational Necessity to Strategic Priority [6:57] Harnessing the Voice of Customer to Drive Retention and Growth [3:45] Cross-Functional Teams as Key to Solving Dysfunction [4:48] Why Vigilance and Constructive Confrontation Matter in Business [2:16] Facing Hard Truths to Transform Your Support Function [0:58] Short - Why Organizational Dysfunction Is a Silent Growth Killer [0:59] Short - Elevating Support From Operational Necessity to Strategic Priority
Full Episode βWe need to reassess and thoroughly evaluate whatβs ailing our business, then create a culture that encourages critical conversations. Empower problem solvers and constructive critics, and embrace brutal self-assessment. Itβs essential for an organizationβs survival.β - Sanjeet Kaur Bali
(2:40 Video) Full Episode Highlights
(5:44 Video) Why Organizational Dysfunction Is a Silent Growth Killer βI think people don't understand the importance of getting things done right, in the sense that dysfunction is almost like a very slow erosion. It's so quiet that it doesnβt surface until it has already compromised an organizationβs ability to scale, serve, or innovate. If you donβt challenge it, it eventually becomes part of the organization's culture.β - Sanjeet Kaur Bali
(3:51 Video) Making Dysfunction Fixes Your Top Organizational Priority βFixing dysfunction inside any organization is the most critical part of functioning. It must be the top priority.β - Sanjeet Kaur Bali
(4:36 Video) Elevating Support From Operational Necessity to Strategic Priority βThe strategic integration of support in the C-Suite is absolutely essential. Make sure that support is a robust function within the organization. I can't emphasize enough the need to transform support to focus on adoption, customer experience, effective and efficient resolution, and appropriate escalation.β - Sanjeet Kaur Bali
(6:57 Video) Harnessing the Voice of Customer to Drive Retention and Growth βThe most important role a support leader can play is bringing the voice of the customer and the voice of the employee to the strategic, C-level table. This can change the course of the organization by leading these charters as a business leader for the entire organization.β - Sanjeet Kaur Bali
(3:45 Video) Cross-Functional Teams as Key to Solving Dysfunction βWhen the development leader and the support leader show up in the same room speaking the same language, even those who are passively resisting the process eventually have to come to terms with the direction the business is heading. So, I believe that cross-functional collaboration is at the core of driving those initiatives.β - Sanjeet Kaur Bali
(4:48 Video) Why Vigilance and Constructive Confrontation Matter in Business βThe most dangerous behaviors are those that show passive resistance, such as people nodding in meetings, saying all the right things, and then going out and undermining the change. Thatβs why we need to challenge each other often. Support can play a powerful role in assessment, so we should encourage that kind of engagement within an organization.β - Sanjeet Kaur Bali
(2:16 Video) Facing Hard Truths to Transform Your Support Function βRealize the importance of the support function. Facing hard truths is the starting point, because we need to reassess and take a clear look at whatβs ailing our business.β - Sanjeet Kaur Bali
YOUTUBE SHORT: Why Organizational Dysfunction Is a Silent Growth Killer βI think people don't understand the importance of getting things done right, in the sense that dysfunction is almost like a very slow erosion. It's so quiet that it doesnβt surface until it has already compromised an organizationβs ability to scale, serve, or innovate. If you donβt challenge it, it eventually becomes part of the organization's culture.β - Sanjeet Kaur Bali
YOUTUBE SHORT: Elevating Support From Operational Necessity to Strategic Priority βThe strategic integration of support in the C-Suite is absolutely essential. Make sure that support is a robust function within the organization. I can't emphasize enough the need to transform support to focus on adoption, customer experience, effective and efficient resolution, and appropriate escalation.β - Sanjeet Kaur Bali
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