Day 1 @NILF 2011 –One interesting session that I attended today was the one called “New Normal for Customer-Vendor Relationships: the imperatives” with the speakers being Rajesh Nambiar – VP & GM of Global Delivery @ IBM and Matt Idle, Credit, Operations Director @British Gas. The two spoke about what was needed today to handle the changing market context. According to Rajesh, emerging markets, lower financial leverage and prolonged uncertainty have been instrumental in bringing about sweeping changes in the IT industry. Some of the changes that he talks about were the concept of Frugal innovation, sharing know how rather than keeping it exclusive, nimble operating models, improving resource productivity through usage of cloud etc and being a true partner to the customer. In this context, he also talked about the current buzzword – outcome based models where service providers bank on their understanding of the customer’s industry and business and hence agree to put skin in the game. more