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Bridging the Gap between Social Enterprises and Social Impact Investors

socialentrepreneurship-2-1

Recently, I got the opportunity to participate in Bangalore CSR Roundtable hosted by Brillio & Equal Innovation in partnership with India CSR on May 3rd 2017.

Some key points from this event I want to share with you all. Before that let me put some light on what is Social Entrepreneurs and Enterprises (SEE) and how this is related to this event.

Social Entrepreneurs and Enterprises (SEE)

It is an initiative of IITK AA, organised and now carried forward in association with IITKGP AA and supported by PAN IIT, IIMA, PAN IIM and ACB.

SEE started as an event and the first SEE focused primarily on awareness and scaling models for Successful Social enterprises. It had speakers and participants from all sectors. During the first edition of SEE one message came out very clearly that there is an increasing gap between social enterprises (not-for-profit or for-profit) and CSR funds/investors.

Second edition of SEE focused on Healthcare and Education. This edition also looked at setting up the framework so that Alumni from IIT’s can effectively engage and contribute to the critical sector.

It brought various social entrepreneurs, philanthropists, thinkers and enthusiasts under one roof. The event allowed great interactive sessions where on one hand the participants got inspired by conviction-led work by speakers and on the other hand various corporate discussed the challenges and their insights. Mr. Paritosh Segal, Co-Founder Sahyog Foundation, led the curation for the event.

After intensive research on challenges faced by social enterprises and impact investors, a framework was launched during the event by Mr. Pradeep Bhargava, President, IITK AA & IITK AA BLR.  Core objectives of the framework is to identify sectors that may be relevant and that may produce visible outcome, list the key impact areas and the key measures, understand and share the feasibility and impact data, build the stakeholders connect as part of SEE ecosystem which comprises financial institutions, CSR, Angel investors, VC’s, mentors, incubation with IIT and partners and entrepreneurs in the impact space.

We discussed on various aspects of CSR funding and pain-points of corporates as well as social enterprises. It was very enthralling for me to know that all these common problems faced by both entities can be resolved through SEE platform.

I would like to highlight a few key challenges and would like to emphasise on the role of SEE framework in resolving these issues:

Lack of trust between corporates and social enterprise world:

It was evident that corporates are willing to release CSR funds for social enterprises, but whom to trust for measurable impact has become a challenge for them. I strongly believe that SEE body can recognise and validate shortlisted social enterprises who genuinely have good model and thus help them sustain and scale. Corporates can have concurrence and decide where to invest.

Impact assessment of social enterprises by corporates:

Second evident challenge for all corporates is to measure the impact created by the social enterprise. One of the solution which was proposed is to have a set template by corporates where social enterprise can fill their outcomes. But the problem with such template is that there are several different enterprises all cannot be measured with the same template. SEE framework can play a crucial role in impact assessment by providing customised template.

Industry standard reporting by social enterprises:

Another point which was brought into discussion was reporting structure and the quality of report. Corporates feel that there is a need for social enterprises to improve on reporting but the fact that social enterprises many a times are not trained to publish their reports in a professional way. It becomes really challenging for corporates to go through the document and validate the report. We at SEE aim to create a pool of identified experts in different domains with social sector background as mentors. These mentors shall bring guidance to social enterprises and shall organize hands-on training sessions on impact measurement, impact assessment and impact reporting. This shall have positive outcome by reducing frustrations for both corporates and social enterprises.

Identifying the key focus area of corporates by social enterprises:

One of the biggest challenge which almost all social enterprises face invariably is to find out the corporates who have same focus area as their own. I recently faced a problem in identifying a CSR who invest in healthcare area. There is no common platform where corporates list their focus areas and social enterprises list their work.

Participation as SEE evangelist

SEE platform has planned to create a database on SEE website for all participants. This is going to ease the very first step of corporate and social enterprise to find the best match.

Social Enterprises

All these and many more benefits can be obtained by signing up for SEE Framework. SEE as a part of Alumni framework is not chargeable. Please register to be part of the SEE ecosystem and all benefits.

Investment community and CSR support from Corporates

They can leverage the curated social enterprises. Investors and CSR teams may share the success stories, the impact areas of their interest and the measures they use in identifying the right enterprise to support.

Accelerators, Incubators, and Mentors ( AIM)

AIM participants work together with the SEE team to ensure high probability of success for the individual enterprise but also contribute to ensure a higher percentage of successful SE. Commercial engagements are also possible after the initial success is registered.

Look forward to you all being part of SEE

 

 

 

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The Human Touch in a Digital World: Why Personalization is Key to a Winning CX Strategy in the US

Welcome to a world of customer experience evolution where technology and humans sync fluidly, to create harmonized personalized interactions. In the throbbing epicenter of the US innovation realm, the quest for customized experiences is the pivotally driving force. Come along on the expedition through CX, as we unveil the mystery of how we can make the connection between the digital era and hearts and minds. The United States is recognized as one of the most dynamic markets in the world. Thus, this is an opportunity for businesses to decipher what consumers are looking for and how they can use personalization to gain a competitive advantage in a highly competitive space.

The Evolution of Customer Expectations

customer experience

As technology continues to advance at a rapid pace, customer expectations are evolving accordingly. According to a recent report by Epsilon, 80% of US consumers are more likely to make a purchase when brands offer personalized experiences. This indicates a clear shift in consumer behavior towards expecting tailored interactions that cater to their individual needs and preferences.

Strategizing Amid Digital Evolution

While digitalization revolutionizes business operations and customer interactions, it also poses a nuanced challenge. Companies leveraging automation and AI must balance efficiency gains with maintaining the human touch crucial for meaningful customer connections.

  • Loss of Human Touch: The reliance on automation and AI may lead to a depersonalized customer experience, where interactions feel scripted and devoid of genuine empathy.
  • Customer Disconnect: In the pursuit of efficiency, businesses may inadvertently overlook the individual needs and preferences of their customers, resulting in a disconnect between the brand and its audience.
  • Risk of Alienation: Failing to strike the right balance between technology and humanity can alienate customers, leading to decreased loyalty and trust in the brand.

Balancing technological innovation with a human-centric approach is essential to avoid alienating customers in this rapidly evolving digital landscape.

Understanding the US Market Dynamics

The US market is known for its diversity, both in terms of demographics and consumer preferences. What resonates with one segment of the population may not necessarily appeal to another. Therefore, a one-size-fits-all approach to CX is no longer viable. According to research by Forrester, 77% of US consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. Businesses operating in the US must adopt a nuanced understanding of their target audience and tailor their CX strategies accordingly to foster genuine connections.

The Power of Personalization

Personalization empowers businesses to cut through the noise of mass marketing and deliver relevant, timely experiences that resonate with individual customers. By leveraging data analytics and AI technologies, companies can gain deeper insights into customer behavior and preferences, allowing them to anticipate needs and personalize interactions at every touchpoint. According to a survey conducted by Accenture, 91% of US consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.

Companies like Netflix and Amazon are way ahead when it comes to offering personalized cx to their consumers. They are constantly capturing the user behavior to understand their customer’s intent and interests and recommending the products based on the data. To meet today’s customer expectations, insurance, and healthcare firms are also leaving no stone unturned. 

  • We worked with an insurance arm of India’s largest public sector bank- SBI General Insurance to harness the power of personalization, tailoring every interaction to the unique needs and preferences of each individual customer. 
  • We partnered with Manipal Hospitals to create a personalized experience not just for the patients but also for clinic staff and doctors by developing a comprehensive suite of hospital management systems. 

Building Trust and Loyalty

In an era plagued by data privacy concerns and information overload, earning and maintaining customer trust is paramount. Personalized experiences demonstrate that businesses value their customers as individuals rather than mere transactions. This, in turn, fosters loyalty and encourages repeat business, driving long-term success and sustainable growth. According to Salesforce, 52% of US consumers are likely to switch brands if a company doesn’t personalize communications to them. (Click here to explore this blog and delve deeper into how CX innovation fosters trust and cultivates loyalty.)

Overcoming Challenges

Navigating the path to personalized customer experiences is fraught with challenges, but with proactive strategies and innovative approaches, businesses can overcome these hurdles. Here are some key tactics to surmount the obstacles:

  • Data Governance and Compliance: Implement robust data governance frameworks to ensure compliance with evolving privacy regulations such as GDPR and CCPA.
  • Integration of Technology: Invest in integrated platforms and tools that enable seamless collection, analysis, and utilization of customer data across various touchpoints.
  • Customer Consent and Transparency: Prioritize transparency and seek explicit consent from customers regarding data usage, fostering trust and accountability.
  • Dynamic Personalization Models: Develop agile personalization models that adapt to evolving customer preferences and behaviors in real-time.
  • Employee Training and Empowerment: Provide comprehensive training programs to equip employees with the skills and knowledge necessary to deliver personalized experiences effectively.

By addressing these challenges head-on and embracing a culture of innovation and adaptability, businesses can unlock the full potential of personalized CX and differentiate themselves in a competitive market landscape.

Conclusion

In conclusion, the human touch remains indispensable in a digital world, especially when it comes to CX in the US. By prioritizing personalization and striking the right balance between digital innovation and human connection, businesses can differentiate themselves in a competitive landscape, build lasting relationships with customers, and drive sustainable growth in the long run. Embracing the power of personalization isn’t just a strategy; it’s a commitment to putting customers at the heart of everything you do. 

Ready to enhance your CX strategy? Contact us now to explore innovative solutions tailored to your business needs.

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