How AI is transforming discount dilemmas into sales success

Discounting is a timeless marketing strategy. If done well, it can give just the nudge needed to turn hesitant decision makers into buyers, reward the right customers, and boost sales. If done poorly, it devalues the product or service, incentivizes the wrong customers and throws money away.

So, how does AI help brands make better discounting decisions? There are essentially 4 types of decisions:

1.       Who to give discounts to?

2.       When to give discounts?

3.       Which products to give discounts on?

4.       How much discount to give?

Let’s unpack how AI helps with each of these decisions, using the example of a fictional fast fashion brand called Sizzle.

Who to give discounts to?

AI models can help determine which customers are most likely to buy when offered a discount. This is typically done through propensity modeling, in which based on customer’s past behaviour, a propensity score is calculated. The higher the score, the higher the chances of a customer responding positively to a discount. For example, AI model may determine Sizzle’s fashion forward customer segment to be responsive to discount on new arrivals. Customers in this segment may have features like – they regularly buy latest arrivals, follow trends and engage with the brand on social media.

Grouping customers on discount sensitivity can also be done through classification algorithms. The model can classify the customers as “likely to respond to a discount” and “unlikely to respond to a discount” and focus on the customer segment that is likely to respond.

Another approach is to predict the LTV (Lifetime value) of customers based on their transaction data and offer selective discounts to high LTV customers to drive up loyalty and engagement. For example, the AI model may identify offer discount to a customer Alisha who has high predicted LTV based on her behavior – She shops twice a month on Sizzle on an average, buys across product categories, has low return rate and leaves positive ratings on products.

Customers who are likely to buy a product based on their similarity to other users or other products they bought in the past represent another category of customers who can be targeted for discounts. By predicting which product a customer is likely to buy using techniques like collaborative filtering or content based filtering, discounts can be targeted towards these products at the optimal time. For example, customers who buy Boho chic floral maxi dress also tend to buy strappy block heels. By offering discount on block heels when a customer buys the maxi dress will help drive sales of both products. 

If a brand wants to attract new customers or enter a new market, it can leverage AI to determine which new segments to target or which geographical region to enter.  Similarly, while launching a new product, AI can determine which customer segments are likely to be interested in that product, and then offer discounts to those customers on the new product. For example, while launching an eco-friendly line of clothing, the AI model may determine that female customers in the age group of 25 to 36 who typically buy casual wear and accessories, are active on social media, and follow sustainable fashion influencers may be most interested in this product line.

Inactive customers is another segment where AI can help offer the right discount prevent customer churn. Let’s say the model determines Betsy to be a customer likely to lapse, based on her last purchase being older than 3 months, low engagement with brand and low open rate on marketing emails. The model also determines that Betsy being a value shopper will buy products she likes if available on a discount. So, the brand can offer a discount on her next purchase while highlighting products she may like.

When to give discounts

AI models can help predict the time of a customer’s next purchase, and brands may offer discounts around that time to nudge the sale. For instance, a survival analysis may determine that Sizzle’s customer Dina typically makes a purchase every 30 days, and it's been 25 days since her last purchase. So, there is a high probability that she will make a purchase in the next 5 days. So, Sizzle may offer a discount around that time to increase the likelihood or value of the sale.

Time series forecasting is another method to determine the timing of discounts by predicting trends and patterns over time, such as seasonal fluctuations or peak shopping periods. For example, Sizzle’s AI model may predict that summer dresses that have consistently sold well during the spring and summer seasons may see an unexpected dip in the coming spring season. This may be due to factors such as shift in fashion trends, a downturn or customer’s spending behavior where they may want to spend less in spring after heavy spending in winter. This insight will allow Sizzle to discount this product to push sales.

Brands can predict periods of high or low spending using AI using linear regression models using past purchase history and time the discounts. They can time the discounts with high spending periods to push sales even further or time them during low spending periods to stimulate sales.

Brands can also deploy reinforcement learning techniques to determine best times for discounts through trial and error. In this type of machine learning method, an agent learns to make decisions by taking actions and receiving rewards (increase in sales) for correct actions and penalties for incorrect actions.

Which product to give discount on

Association Rule Learning can identify associations between products and by offering a discounted price on that bundle, it may stimulate higher sales of one or both products. For example, Sizzle’s satin marble dress offered as a bundle with sequined silver clutch may drive higher sales.

Using collaborative filtering, if customers like a certain product, then by predicting which products they may be interested in and offering discounts on those products may drive higher sales. For instance, the model may determine that customers who like strappy crepe dress also tend to like flared jumpsuit, and therefore, by offering discount on the flared jumpsuit, Sizzle can drive additional sales.

If a predictive analytics model predicts that a customer is likely to purchase a certain product, offering a discount on that product may increase conversion rates.

By using Natural Language Processing in Sentiment Analysis through customer reviews and social media posts, a brand can identify products that are currently popular or trending. Offering discounts on these products can capitalize on their current popularity.

Using inventory Management Models, AI can predict demand for different products and optimize inventory accordingly. If an excess of a particular product is predicted, discounts can help balance supply and demand.

How much discount to give

There are different AI models such as regression models, decision trees, random forest, gradient boosting models, reinforcement learning models which predict optimal discount to maximize revenue. The models balance the increase in sales with the decrease in profit per unit due to the discount. They consume data such as product type, customer demographics, time of the year, and past sales data. Then they identify the most relevant variables that impact sales and revenue such as original price, previous discount levels, time of the year, and customer purchasing behavior. Once the model is trained, then the model predicts the discount.

No customer will ever say – “I dislike getting discounts on products I like when I need them”. As AI models become more sophisticated and powerful, brands that can effectively leverage AI powered discounting will gain competitive advantage. A good place for brands to start with their AI efforts is to get their data in order. 

(Article originally published at: https://www.linkedin.com/pulse/how-ai-transforming-discount-dilemmas-sales-success-neha-verma-bacgc/ )

Ambition, burnout and beyond – A year of growth and hard lessons

In 2017, when I embarked on my great adventure with Deloitte, I was off to a great start. As I went on my journey, in 2020 after my promotion, I hit a huge speed bump in the form of burnout. This is the third part of my story where I conquer all the challenges and get my happy ending. Except that it didn’t quite turn out that way.

Following my recovery from burnout in 2021, I focused on maintaining balance and space for creativity and churned out more than 15 original ideas throughout the year, giving me immense satisfaction in the process. While the year turned out to be my most creative, I felt that the overall impact I created was quite modest.

This led me to seek answers–What can I do to create substantially more impact? What is my potential? I thought that advancing to the next level in my career would lead me onto that path. So, I started talking to my leaders and mentors for their wisdom and decided to sign up for a larger practice role. As I pushed myself to do more, taking on more complex engagements, I got nothing but support from all those around me.

Initially, the challenge was exhilarating. It seemed like I had discovered the path I had been looking for. But then, an engagement spiraled. My team and I pushed through, solving some of the complex and high-intensity problems to get to the finish line.  While delivering the project, I also kept the momentum going on all my other practice work. The toll was heavy, and I breathed a sigh of relief when the project ended.

Six weeks later, another project hit the red zone. This time, the complexity and challenges were much bigger than any of my previous engagements. The stakes were immense – our client’s reputation and our own hinged on success. With the due date set in stone, we began our race against time, which became a blur of days, nights, and unending challenges. The sense of joint ownership and responsibility we felt as a team was immense. Our leaders rolled up their sleeves and worked alongside the team to make it possible.

By the end of the project, I noticed familiar warning signs, only this time they were far greater in intensity. I was burnt out. Yes, the work had been challenging, but my personal situation added to it. With my husband based in Dubai for the past two years, I had to juggle family responsibilities, a household of two children, and demands at work all by myself. During the crucial phase of the project, my grandmother got injured. Following that, my husband’s uncle was hospitalized with critical illness. My daughter got bitten by a dog. I also had an episode of severe neck and shoulder pain. Battling these obstacles came at a huge mental cost. The exhaustion, the stress, and the guilt of being unavailable to my children made me question my professional choices.

After the project ended, things began to settle down.  I shared my experience with my peers, team members and leaders, and it was cathartic. Not only did I receive support from all around, but it also opened a healthy dialogue on how we as individuals and as a practice can better manage well-being during critical deliverables and challenging work. 

Looking back, I know that I have grown significantly as a person through this journey. I have learned that no matter what, I am the one responsible for my choices. I have also realized that a career is not about a pre-scripted happy ending. Instead, it is about the journey that offers endless possibilities of discovery and growth. Here’s to onwards and upwards! Until next time!

(Article originally published at: https://www2.deloitte.com/ui/en/blog/life-deloitte-blog/2024/unmasking-resilience-journey-through-professional-life.html) 

When your heart was beating (Poem)

When your heart was beating
You carried the whole world
Inside your heart
You were a saviour,
A helper, a giver, a doer
 
When your heart was beating
You were an unstoppable force
Who swept everyone up
Into his vortex of love
Family, friends, strangers alike
 
When your heart was beating
You built a cocoon of love
To keep us safe and warm
You gave us wings to fly
And an anchor for stormy seas
 
Now your heart beats
Inside our hearts
Every beat of our heart
Reminds us of your love
Filling our lives to the very brim
 
Inspiring us to
Give more, live more,
Do more and be more
Because when your heart was beating
The world was a more beautiful place...

Ray of light (Poem)

When you opened your eyes
And looked at us
When you blinked your eyes
And nodded your head
A ray of light came through
Dispersing the darkness of
A deep dark endless night
Bringing some light
Into the recesses our heart
 
A dark cloud appeared
Hiding that ray of light
Plunging us again
Into fear and darkness
But then the ray reappeared
Assuring us that it's still there
And while the dark clouds
May keep on hiding it
The ray will hold its place
 
Reminding us to believe
And to keep holding on
To our to our faith
To tap into our reserves
Of patience and courage
It's only a matter of time
When one ray will become many
And our world will be flooded
With bright sunshine...

No other way (Poem)

Dreary walls
Long halls
Grim faces
Tearful eyes
Endless wait
Flickering hope
Peaks and valleys
Of emotions
 
Your smiling face
Your boundless love
The comforting sound
Of your voice
Your infinite energy
Your positivity
Your magic of
Making it happen
Keeps us going
 
Make it happen
Keep fighting
Keep progressing
Inch by inch 
We will wait
As long as it takes
Come back to us
Because there is
No other way...

Guardian Angel (Poem)

I said to God -
You took away our
Guardian angel
Who healed us with
His kindness, his smile,
His warmth, his love
And sometimes
A medicine or two
 
God said - your angel lives on
In each of his loved ones
In the kindness they show
In the values they live by
In the love that binds them
In their pursuit of excellence
He lives on in the memories
He created with you
In the lives he touched
And the lives he saved
 
I asked God
Why did you give him
So much suffering
What kind of God
Gives so much pain
To a soul so pure
And a heart so gentle
 
God said
Life in mortal form
Is full of suffering
But the soul is free
Your angel suffered
To be with you
So that you could
See his love
And not just feel it
Because he loved you
 Far too much
 
I asked God
How are we supposed
To carry on
Without him
Without our angel
Watching over us
Without his love
Without his words
 
God said - He is still
With you, all around you
Watching over you
Caring for you
Every step of the way
Just close your eyes
And you will hear him
And see him
And feel him, as he
Guides you from
His seat in heaven...

5 Books that changed my life

Books have the amazing ability to guide you, comfort you, open up your heart and mind, and transport you to another place. Sometimes, they take you on a journey and leave you forever changed. Here are the 5 books that completely transformed me:

1. Atomic Habits by James Clear

This book talks about how tiny habits can add up to a monumental life, and how success is the sum of your positive habits. Before this book, I was all about lofty goals and new year resolutions. After reading this book, I became more focused on acquiring positive habits and letting go of negative ones. Instead of grand gestures and giant leaps, I learnt to focus on steady baby steps taken consistently. While I still set goals, my way of achieving them is now through tiny habits. It is through these small habits, I have been able to reclaim the joy of reading, despite two kids, a busy household and a demanding career. I have been able to overcome and prevent debilitating neck and shoulder pain. I have learnt to practice daily gratitude which helps me feel happier. These are just a few among many other habits that have positively contributed to my life. Now I always remember - "If you can get 1% better each day for one year, you’ll end up 37 times better by the time you’re done."

2.       The One Thing by Gary Keller

This book taught me the value of focus. Before this book, I used to take pride in my ability to multi-task. However, this book made me realize that your brain can’t really do two things at a time. It merely switches between the tasks, causing you to pay a switching cost, which actually leads to cognitive impairment. In simple words, multi-tasking makes you less smart! In this complex and hyper-distracted world, it is important to be mindful about who and what you give your time, attention, and energy to. Now, I make focus a priority and I sometimes actually manage to resist scratching the itch to do something else while I am already doing something. While I haven’t yet learnt the art of singular focus, I have learnt to be vigilant of constant attention switching and distraction. So, if you are tempted to do too many things at a time, remember - “If you chase two rabbits, you will not catch either one.”

3.       Deep work by Cal Newport

This book completely upended the way I thought about productive work. Before this book, I was all about efficiency and getting 20 things done from my to-do list. I used to respond to emails in the shortest possible time, always keeping my inbox current. This book brought home the fact that anything meaningful or worthwhile will require you to be in a distraction-free environment, deeply focused on one subject. The work that comes out of deep work will be the most valuable work that you would produce. While I can hardly claim to be doing deep work all the time, yet I have become more aware of my time spent doing busy shallow work, and I have learnt to create some pockets of deep work. I have reaped rewards in terms of being able to create original work in my domain and finding deep satisfaction, during periods of deep work. As Cal Newport wrote – “Human beings, it seems, are at their best when immersed deeply in something challenging.”

4.       5 Love Languages by Gary Chapman

As the famous 85 year-long Harvard study shows, relationships are the single most important factor in your happiness and longevity. I have always valued relationships, yet this book showed me that in some ways, I had been approaching relationships all wrong. Before this book, my mantra was – “Treat others the way you wish to be treated”. After this book, it changed to – “Treat others the way THEY wish to be treated”. This book talks about different love languages or ways in which people perceive being loved or cared for. Often people express love in their love language instead of the language of the other person with whom they are communicating, creating a gap. This book hit home the fact that key to better relationships is knowing what the other person values and expressing yourself in that person’s language. This book has dramatically altered my communication with my spouse, and helped me understand my very-different-from-each-other children. This book has taught me to approach relationships not just from my own point of view, but also from the point of view of the other person. Has it been worthwhile? Indeed - “Nothing has more potential for strengthening one’s sense of well-being than effectively loving and being loved.”

5.       Peaceful Parent, Happy kids by Laura Markham

If you are a parent, you will agree that while parenting might be the single most rewarding and meaningful thing in your life, it is possibly also the most confusing and challenging one. I hit my rock bottom as a parent during Covid when I found myself stressed, frustrated and screaming at my kids all day long. I felt that my kids had been replaced by screen zombies, who wouldn’t listen to anything I said. While I recognized that things were hard for them as well as me, yet I couldn’t figure out how to break out of the cycle. So, I turned to this book, which taught me the importance of remaining calm, and focusing building and nurturing connection with my children instead of trying to “fix” them. Taking the learning “Parenting isn’t about what our child does, but about how we respond” to heart, I focused on my managing my own behaviour. Fast forward 3 years, while I still don’t have a good solution for managing my kids’ screen time, I see some positive changes in my children. I have more patience, acceptance and better connection with my children. My children refer to me as the before and after version, and they unequivocally prefer the after version. My spouse on the other hand remains skeptical of my still-new gentle parenting approach. Do I feel better and more peaceful as a parent? A resounding yes! Will my kids turn out better with this approach? Well, the jury is still out!

So, that’s my story of biblio-powered metamorphosis. I invite you to go on your own journey of discovery and transformation with these books or any others that catch your attention, invite you or challenge you to think differently. For who knows, they might hold the key to change you for better, forever…

(Article originally published at: https://www.linkedin.com/pulse/5-books-changed-my-life-neha-verma )

Long Distance Love (Poem)

Sun rises, sun sets, time ticks on,
Your absence felt, every day like a thorn
No holding hands, no long walks
No teasing, no banter, no sweet talks 

Chats, emojis and virtual hugs,
WiFi signals sometimes as slow as slugs
Exchanging pictures, talking on calls,
Navigating through the digital walls.

Late-night call, early morning text,
Living each day, waiting for what's next
Planning our trips, counting the days
Coping with this, in our own little ways

You're out there on your own, 
While I am in a kids only zone,
Always looking forward to our together time,
Savouring it like an expensive wine. 

Miles apart, but the heart knows,
In a world of chaos, our love still grows.
Though screens may separate day to day,
My love for you is here to stay.

A Little Boy (Poem)

A little boy died
So did his dad
Gone...just like that
Ripping apart a family
Leaving behind
A woman who lost
Her husband and son
A boy who lost
His father and brother
Their lives shattered
Like fragments of glass
Tiny pieces to pick
For the rest of their lives
Inflicting wounds so deep
No words can describe

His friends in his class
Asked questions and cried
Still too young to
Understand and process
The harsh realities of life
The parents of those kids
Shocked and saddened
Their own hearts broken
At this tragedy and loss
For the boy and his family
For their own children
Who lost a friend
Who was lively and fun
Whose birthday was
Just around the corner
They can't protect their children
From the grief and pain
Their worst fears staring
At them in their face

The 'why' doesn't exist
There is no explanation
No rhyme, no reason
Only acceptance
That life can change
In the blink of an eye
Reminding us all that
Life is a precious gift
Cherish it, live it
Tell your loved ones
How much joy and meaning
They bring to your life
Be with them
Seize the day
Because tomorrow
Is never guaranteed
Think of the little boy
His tomorrow taken away
Much too soon...

What skating can teach us about our first job

Earlier this year, I took my daughter to skating classes in the evenings. As I sat on the grass, keeping a watchful eye on my daughter, I thought about how skating is a lot like our first job. Observing those children day after day, I came upon this advice that I would have liked to give my younger self when I was just starting my career:

1)      When you start, expect it to be really hard

When I saw the new kids at the skating class, I noticed that they really struggled just to stand on their two feet. They needed a lot of help for any kind of movement. But they graduated from standing, to barely walking, to somewhat skating, to seamlessly gliding. The learning curve is quite steep, and that’s what we need to be mentally prepared for when we start our first job. It is a lot of mental work! When I started my career as a developer, I felt extremely underprepared for the job, despite years of professional college and internships. The work was intense, and I needed help every step of the way. The whole experience seemed to stretch me beyond my limits. But looking at the skaters and my own journey, I know that no matter how difficult it is initially, one day, it would feel natural and almost effortless.  

You will fall a lot, but you will learn

In the early days, the new children would spend a lot of time sprawled on the floor. When you start skating, falling is inevitable. But getting back up and trying again is key. I remember that during my first project, our first build and deployment failed because my module had unresolved errors. I was embarrassed beyond words and disappointed in myself. It was painful to see that because of me, the whole team had to spend 2 additional hours during deployment. It reminded me that just like skating, when you fall, sometimes you take others down with you. But I also learnt that no matter how hard you fall, you have to pick yourself up and start skating again.

 Performance may feel like a race, but it doesn’t have to

In every skating class, after the drills, there would be a race. Just like any race, some kids were in the front, some in the middle and some at the end. This is how performance evaluation may feel like at work. But what one should remember is that it’s not your position that matters as much. It is your desire to be doing what you love doing and working towards getting better every day, that matters. I was lucky to learn this early on. After believing through high school and undergrad that all I ever want to do is code, barely 6 months into the actual job as a developer, I realized that I was average at best. More importantly, I realized that I didn’t have the desire to put in the effort to go from average to the best. Instead, I discovered my interest in the business side of technology and moved on to do an MBA and switched to business consulting. As I progressed in my career, I learnt that the goal is not the finish line but to be better than your earlier self and to find meaning and joy in what you do. When you do that, everything else takes care of itself.

 Don’t just flock with the birds of your own feather

During the breaks in the skating class, the children would form smaller groups with those similar to them. The shy kids, the extroverts, the ultra-competitive ones and so on. Unintentionally, we do just the same at work. When I started out, my group comprised only of other campus hires like me. It wasn’t until I went to an international B-school, I learnt the value of working with a diverse group of people. Looking back, I realize that while it is natural to gravitate towards people who are like us, we should actively seek out and work with those who are very different from us. In fact, if given a choice, we must choose a more diverse workplace. There is enough research to show that diverse companies are more successful, and so are inclusive leaders. So, if you are starting out, you should make an effort to know and work with those different from you. Because the sooner you start, the better off you are.

Finally, the most important takeaway for me from skating is - to be a sport, as you start and go through your journey. Collaborate, celebrate success of others, enjoy your work and focus on getting better every day. Starting your first job is stressful and exciting in equal parts. It is also the opportunity of a lifetime. If you are just starting out, I hope that you learn some necessary although painful lessons, just as you are supposed to. But I also hope that you go in with a clear intent to learn and get the most out of your first experience.  Always remember what skaters say – “I may lose my balance, but I will never lose my determination”.

 (Article originally published at: https://www2.deloitte.com/ui/en/blog/life-deloitte-blog/2022/what-skating-can-teach-us-about-first-job.html )

May your love (poem)

May your love have sparks like fireworks
But may it also glow like embers
That keep you warm in the harshest winter

May you always be by each other’s side
Though the ups and downs of this wonderful ride
But may you also give each other space
Knowing when to let go and when to let the other be

May you read each other like an open book
But may you also sometimes be swept off your feet
By occasional tricks up other’s the sleeve

May you be the wind beneath each other’s wings
And help each other soar up high
But may you also be each other’s rock
To keep the other anchored during stormy seas

May you admire the other’s positive traits
But I hope you also enjoy each other’s quirks

May you never try to change each other
But inspire each other to be better every day

May you grow old together with abundance of love
So that when you look back, you may feel
That life was meaningful and worthwhile just because
You had this special someone sharing it with you…

An Ode to my Mentor

It all started when I got a call from the Deloitte recruitment team asking me to come for an interview at the Bangalore office. It was at a short notice, and I didn’t know who I would be meeting, other than it was a Director. I had no idea what to expect from the conversation. At the office, I met this simple yet vibrant woman, and in a few minutes of talking to her, I was charmed. It was far from an interview. I felt like I as meeting an old friend and the conversation just flowed. I went back from that interview feeling energized, inspired and nervous (I wasn’t sure if I would get through, because we never talked about work) After a few days of suspense, I got the offer, and in a few weeks, I was “Deloitted”.

The Director I met that day was Vidhya Visweswarababu - a veteran at the firm who had risen through the ranks and had recently taken up the Offering Portfolio Leader (OPL) role for Customer & Marketing (Deloitte Digital). She was the first woman leader to take up an OPL role in India. I did not realize what a bigshot she was until I was a few months old in the firm. Vidhya’s humility blew me away. Regardless of her huge title and role, Vidhya was always an inspirational and approachable leader, who I could look up to and reach out to for advice. Although we were at different locations, I kept in touch with Vidhya, updating on what I was up to and seeking her inputs on whatever I did. I always found comfort and encouragement in her words. I remember excitedly sharing my English communication test result with her when I got the Mastery level across the board. I sent Vidhya a note saying that I was too excited, and that it might be silly, but I wanted to share it with her. Vidhya promptly responded back saying she was happy to see my score and was glad that I shared it with her.

Despite her hectic schedule, Vidhya always made time for me whenever I asked for it. It meant a lot to me. Whenever I felt lost or confused in this large firm, she would always say or do something that would help me feel anchored again. Whenever I got an opportunity to see Vidhya in action as a practice leader, I would always observe her and take notes on how she would clearly lay out the priorities, call out things that needed to change, and find a way to connect with the audience.

During my association with Vidhya over the last 5 years, I have learnt many things from her – some consciously, some unconsciously. Here are my top 5 learnings from Vidhya:

Culture of courage

I have seen Vidhya always encouraging people across levels to speak up, to voice their opinion and take a stand if something isn’t right. While I personally haven’t had a challenge being the person in the room who would ask the question that everyone had on their mind but no one would ask, yet Vidhya’s constant push on building a culture of courage gave me the license to openly encourage my team members to be bold and vocal. With a leader like Vidhya behind me, I have gone all out to build teams where people feel comfortable being themselves and speaking up. I realized that it not only creates stronger teams but also helps run projects more smoothly.

Feeling empowered

“What do you need in order to feel empowered to do what you think should be done?” During my first year, Vidhya often asked me this question, when I expressed frustration or helplessness about things that I wasn’t able to navigate. Over time, I realized I have made “empowerment” a core value, both for myself and for my teams. I have learnt to challenge assumptions like “There is nothing I can do about this” and I am constantly trying to find ways to make my team members feel like they are the ones in control, and that they can change things that aren’t right. This simple concept has made work more meaningful for me, and I hope for others too.

Leading with empathy

Vidhya is one of the most empathetic leaders I have ever worked with, and it has profoundly shaped the way I lead as well. Observing Vidhya, I have learnt that leading with empathy requires you to drop your own agenda, put yourself in someone else’s shoes, and then guide them on a path that you believe is the right one for them. Leading with empathy doesn’t mean you are “soft” or that you “compromise” on fundamentals. It just means that you treat people as people before anything else. You accept their differences, their emotions, their ideas, without having to agree with all of them. Empathy arguably is the most important leadership skill, and thanks to Vidhya, several of us may have become better at it over the years.  

Tackling challenges head on

If there is one camp that believes in “letting sleeping tigers lie”, Vidhya is certainly in the one that believes in “taking the bull by its horns”. I have never seen Vidhya shy away from a challenge or a difficult conversation. I vividly remember when Covid situation was just starting to unfold and there was extreme uncertainty about work, Vidhya set up this call simply titled “Coronavirus updates”. With the widespread anxiety around the situation, the call received such unprecedented high participation that for the first time we maxed out on Zoom attendee count! In fact, Vidhya even joked that we should use the same subject line for all our meeting invites going forward! During the call, Vidhya acknowledged the high degree of uncertainty in the situation, she answered questions patiently and calmly, and the gave people the assurance that they could have hoped to get during that time. I was full of admiration for the dignity and courage Vidhya showed during that time.

Supporting other women

“As a woman leader, what do you do to support gender diversity at work?” After I became Senior Manager, I increasingly faced this question, and I realized that I had conflicted thoughts on this. I was fortunate to get wonderful mentors and role models across genders throughout my career, and I was very conscious of inadvertently doing or saying something that felt exclusive or favorable to one gender. I was starting to feel a sense of responsibility, but I wasn’t sure how to fulfill it in a way that felt authentic to me. As a strong advocate, Vidhya constantly talked about this, and the two things that she said that resonated the most with me were - 1) Be intentional about supporting women. 2) Just because you may not have faced bias, doesn’t mean it doesn’t exist. Whenever I struggle on this topic, I think back to these as guideposts, and it helps simplify my decision or action.

To conclude, I firmly believe that there is no such thing as a “self-made person” and that our career is an amalgamation of support, mentorship, and kindness from others, apart from luck and hard work. I seem to have had more than my fair share of luck when it comes to mentors both within the firm and prior to it, and for that I am very grateful.

I have been fortunate to work with Vidhya and benefit from her tremendous mentorship. Her influence on me can be gleaned from the number of times I have quoted her to my peer group and teams, all these years. As a famous person once said – “We must find time to stop and thank those who make a difference to our lives” – I believe this is my way of thanking Vidhya for everything she has done, and for helping me become a better version of myself. I hope I can pay it forward, because “we rise only by lifting others”…

 (Article originally published at: https://www.linkedin.com/pulse/ode-my-mentor-neha-verma/) 

Stuck (Poem)

You wake up in the morning
You look out of your window
You think about your day ahead
But don't know what to hope for

You start to go through the motions
But your mind and body feel out of sync
You reach for emotions in your heart
But you come up empty-handed

You can't find pain or sadness
Mostly a void, maybe some despair
You try to search for a reason
But it only slips away further

Life seems to be an endless loop
Like a TV commercial playing on repeat
Like walking on a treadmill
Like a maze that doesn't seem to end

It feels like living in a monochrome
Like hearing sounds that are muffled
Like a bad aftertaste in your mouth
That just refuses to go away

But every now and then
A tiny crack of light appears
An unexpected shower of rain
Greets the dry parched earth

You find these little sparks of joy
You remember all your blessings
And while you know you are stuck
You keep on moving anyway...
 

Who stole my mojo - Lessons in recovering from burnout and rediscovering the joy of work

I was constantly exhausted and irritated. I felt like there was no joy left in my life. I was snapping at those I cared the most about – my family. My team members started to notice and remark that I sounded tired all the time. I felt that I no longer had what it took to be successful at work and started contemplating taking a sabbatical. In all this, could not put my finger on what went wrong. For the longest time, I didn’t even acknowledge that I had a problem. But I finally realized - I had BURNT OUT!

Back in 2020, I’d shared my journey of growth and fulfillment at Deloitte. 18 months down the road, I found myself struggling; despite a great team, highly supportive leaders, a plethora of opportunities, and recognition. Nothing seemed to have really changed on the surface, yet somehow, I found myself in a place where I felt like I could not go on.

I asked myself – “How did I get here?” Saying that the pandemic contributed to it would be stating the obvious, but there was more. With businesses around the world forced to go fully digital, our workload increased significantly. This combined with “the great resignation,” put even more pressure on our teams and us. Besides delivering projects at a fast pace, by somehow trying to get people to work on it when there was no one available, there was just a lot to handle.  Dealing with people leaving mid-way and trying to hire and assimilate new hires into the practice and the projects added to our woes. Without realizing, I kept taking on more and more. At one point I was serving 7 different clients across different industries and technologies, in addition to driving several other initiatives for the practice. I had spread myself too thin. That combined with the mental strain of the pandemic, my children being out of real school being on-screen for a prolonged period of time, with no outlet in terms of vacation or socializing, also took its toll. I guess, it was just a matter of time before things became completely unsustainable for me, and then they finally did.

Once I acknowledged my burnout, I decided to ask for help. I set up time with my leaders and spoke openly about how I was feeling. They showed tremendous empathy and helped me realize that it wasn’t just me. It was also the situation. They coached me to focus on fewer and more important things and helped me my teams do more. When I said “Noone forced me to do anything. I took all this up on my own, and yet I ended up here”, a leader gave me an analogy, that resonated with me. He said that I had a table for collecting wonderful things, and I kept collecting them, until there was no space on the table. My table had reached a point where things had started to fall and crash. I needed to take a hard look and let go of things that were no longer needed.

Before I created a plan to get things back on track, I needed to reset and get mental space. So, I decided to take a short break. I took off for a week with my family to a place where I could spend time outdoors and completely disconnect from work. The break really helped, I came back to work more clear-headed and ready to tackle my challenges.

My first move was to create an inventory of everything I was doing. After a series of discussions with my leaders, we agreed that I will not take on anything new, no matter how tempting, for the next few months. We also identified things that I had to let go of completely, and things that I needed to continue doing but with much less involvement. I then created a detailed plan, identified people to transition to, had some candid conversations with my direct reports, and started to set things in motion.

After weeks of sustained effort, my work started to evolve from a frenzied, frantic, and chaotic state to a more steady and manageable state. I started to reflect more on what I was doing and how I could create a higher impact without burning out. I thought about reconnecting with my passion which revolves around helping companies grow by leveraging and growing my marketing knowledge, while also helping people grow professionally.

To stay true to my purpose, I had to learn to say ‘no’ more often, ignore FOMO (Fear Of Missing Out) and resist the temptation of taking on something new and exciting that didn’t quite fit within my top priorities. This change in perspective ensured that I work with the right people and invest in them so that they could manage things, instead of needing constant direction from me. The time I was able to claim back, I kept trying to reinvest it in building and using my marketing knowledge and coaching people.

I found my enthusiasm and energy levels going up again. I started to feel in control, and found myself coming up with new ideas. I learnt to focus on fewer things at a time and push myself to do more intense and potentially impactful work instead of easy and busy work. I am still learning to embrace the philosophy of doing more with less. What may not be obvious from my experience is that I was fortunate to get the right environment of trust, empathy, and support that empowered me to take these actions. Had that not been the case, I may have been one of those who quit their work during the pandemic.

As I shared my story with my peers and team members, I realized that several others were struggling too. Over the next several months, the topic of burnout became a leadership priority, and there were open discussions on multiple forums to set things right. Many people came forward to seek support, enable change and ended up consciously changing the way they worked.

As I came to terms with and turned around my professional crisis, here is a summary of what I learned from this experience:

• Work in a place with leaders who are supportive, and a culture that aligns with your values, needs and purpose.
• Acknowledge when there is a problem and ask for help.
• Ensure there is more to your life than just work, and take regular opportunities to disconnect and recharge.
• Periodically take a step back and audit what you are doing. Accordingly, let go of what you no longer need and what no longer needs you.
• Always prioritize doing what is most meaningful to you, for your long-term happiness and success in the long-term.

Finally, you may want to know, while I may have rediscovered my joy of work, am I more successful with this new approach?

Well, only time can tell. Stay tuned for part 3 of my story in another year or two to find out!

(Article originally published at: https://www2.deloitte.com/ui/en/blog/life-deloitte-blog/2022/who-stole-my-mojo-lessons-in-recovering-from-burnout.html )

Relationship with Adversity (Poem)

One day, I found myself in
A relationship with adversity
It came into my life by force
And turned it upside down
I tried to resist it, stop it
I fought with it, screamed at it
But it refused to budge
It battered me, exhausted me
It took away my joy
It shook my core, clouded my hope
I cried and begged it to leave me alone
But it just ignored my plea

I took a deep breath
I searched for my faith again
In the depth of my heart
And I decided to let things be
I looked at adversity in the eye
And I said that I know
You will have to leave one day
I know it’s only a matter of time
I know that this relationship
Can never be permanent
And one day, just like that
Adversity left me
Sunshine came through
The dark cloud lifted
Leaving behind a beautiful rainbow