Fulcrum-Push, Ghaziabad (2026)

24/08/2026

From Communication to Collaboration, from Strategy to Problem Solving – a rewarding learning experience with the GCC team!

Last week, I had the opportunity to facilitate a very engaging and energetic learning programme for the GCC team — a programme that brought together communication, teamwork, strategic thinking and problem solving.

The sessions covered:

🔹 Communication – exploring how we communicate, listen, collaborate and create greater impact through our interactions.

🔹 Team Building – through experiential activities like Handshake Network and Stretch Your Limits, participants experienced the importance of trust, collaboration, adaptability and stepping beyond their comfort zones.

🔹 Blue Ocean Strategy – an engaging session on looking beyond conventional competition and thinking differently about creating value and new opportunities.

🔹 SOLVE Framework – putting structured problem-solving into practice by working on three real GCC challenges around skill mapping, learning & development, and employee engagement.

What I particularly enjoyed was seeing the energy evolve through the programme — from individual participation to team collaboration, and finally to teams applying their learning to real organisational challenges.

The biggest takeaway for me was simple:

Learning becomes meaningful when people don't just understand a concept, but experience it, discuss it and find ways to apply it.

A big thank you to the entire GCC team for their enthusiasm, openness and active participation. And a special appreciation to everyone who stepped forward, challenged their own thinking and contributed to making the sessions so engaging.

Another wonderful learning experience — and, as always, I came back with a few learnings of my own!

17/08/2026

I-CONNECT 2026 — More Than a Reunion

Some events you attend.
Some you speak at.
And some you become the sutradhar of.

For me, I-CONNECT 2026 in Indore was the third kind.

From shaping the idea and designing the logo, invite, badges and agenda, to sponsor communication, financial planning, coordination and finally being part of the event—I had the privilege of being involved in bringing this first DAVV Tourism Alumni Meet together.

And there was an interesting co-pilot along the way: ChatGPT.

I used it extensively for brainstorming, refining ideas, communication and creating event collateral. It was an amazing learning experience—not because AI did the work, but because it helped me think differently and work faster.

That made my session, “AI: The New Travel Architect,” even more relevant.

We explored how AI is transforming travel sales—from lead generation and qualification to instant responses, personalised proposals, engagement and follow-up.

Interestingly, Swaytank Maheshwari’s session, “What Will Make a Travel Professional Worth Paying For?”, complemented this beautifully. His message around mastery, judgement, advice and accountability was a powerful reminder that as information becomes more accessible, professional judgement becomes even more valuable.

Technology may change how we work.
But judgement will determine how valuable we remain.

A special thank you to:

Swaytank — for refining the idea and challenging the thinking.

Hemendra & Pratul — for being dependable ex*****on support.

Yogesh & Vanita — for their wonderfully proactive approach.

Akshara & the Overseas Travels team — for their support and cooperation.

And thank you to the entire DAVV Tourism alumni community for the trust and enthusiasm.

I-CONNECT was much more than a reunion. It was about ideas, friendships, business, learning and building tomorrow’s tourism network.

And for me, it was also a wonderful reminder of what can happen when people, ideas and technology come together.

Celebrating Memories. Building Tomorrow’s Tourism Network.

09/08/2026

Every workshop has an agenda. But the best ones leave you with something you didn’t expect.

On Saturday, 8th August, I had the pleasure of facilitating the STAMP (Service & Travel Management Principles) workshop for the FCM Travel Chennai team—and with this session, we wrapped up the STAMP workshop series.

Over the course of these workshops, one thing has stood out consistently:

Culture comes alive through people.

STAMP is not just about understanding organisational values. It is about translating those values into everyday choices, behaviours, conversations and customer experiences.

With the Chennai team, we explored the three principles that shape the FCM culture:

🔹 Ownership – Taking responsibility, showing initiative and doing what is right for the customer.

🔹 Egalitarianism – Creating space for respect, collaboration and different perspectives.

🔹 Irreverence – Having the courage to question the usual way of doing things and look for smarter possibilities.

What I particularly enjoyed about this session was the openness of the participants. The conversations, experiences, questions and perspectives made the workshop much more than a structured learning session.

And then there was one additional learning opportunity for me! 😄

Being in Chennai gave me another chance to learn a few new words in my favourite language—Tamil.

For the longest time, my Tamil vocabulary has revolved around:

“Enakku Tamil Theriyadhu!” 😄

But after this workshop, I can now confidently use “Po” and “Sollunga” as well!

Small progress… but I am definitely getting there. 😉😂

A big thank you to the FCM Chennai team for your energy, participation and openness, and to the FCM leadership for giving me the opportunity to facilitate STAMP workshops across teams.

As this final STAMP session comes to an end, I’m taking away many conversations, perspectives and learning moments with me.

Because as facilitators, we may enter a room thinking we are there to teach—but we often leave having learned just as much.

Thank you, FCM Chennai. 🙏

And yes…

Tamil konjam konjam kathukitten! 😉

05/08/2026

Delivering great customer service isn't about following a script—it's about creating experiences that customers remember.

On 1st August 2026, I had the opportunity to conduct the Customer Service Excellence Workshop for the customer service teams of Sri Sai International and Zuna.ai in Hyderabad.

Throughout the workshop, we explored how service excellence is built not just on processes, but on mindset, emotional intelligence, and effective communication. Some of the key themes included:
✅ Providing Service Excellence
✅ Developing the Right Service Attitude
✅ Being Emotionally Intelligent
✅ Communication Skills for Service Excellence
✅ EQ & Managing Difficult Customer Situations

What made the session particularly engaging was the active participation of the team. Their willingness to share experiences, discuss real customer scenarios, and practice new approaches made the learning highly interactive and practical.

In today's competitive business environment, products and prices can be matched—but exceptional customer experience continues to be a true differentiator. Every customer interaction is an opportunity to build trust, strengthen relationships, and create lasting loyalty.

My sincere thanks to the leadership and participants from Sri Sai International and Zuna.ai for their enthusiasm and commitment to delivering outstanding customer experiences.

02/08/2026

From Selling Travel to Creating Business Value.

On 31st July 2026, I had the privilege of conducting the CURvE™ Corporate Sales Excellence workshop for the Corporate Sales team of Uniglobe Sri Sai Travel & Zuna.ai in Hyderabad.

It was a small group, and that's what made the workshop even more impactful. The format allowed for deeper discussions, personalized coaching, role plays and working on real sales opportunities instead of just learning concepts.

At the heart of the workshop was CURvE™—Fulcrum Push's proprietary Corporate Sales Methodology, built around four pillars: Client, Us,
Relationship Value and Ex*****on.

One thought stayed with all of us throughout the day: Corporate clients don't need another travel agency—they need a trusted business advisor who understands their business and creates measurable value.

A big thank you to Bhagirath and the entire team for their energy, participation and openness to embracing a consultative sales approach.

Looking forward to seeing the CURvE™ philosophy translate into stronger client relationships and business growth.

27/07/2026

Last Friday (24th July), I had the privilege of facilitating BRIDGE – Beyond Technical Excellence for the Leadership Team at Carbon Check at Vanashray, Sariska

What made this session particularly meaningful was that, for many of the participants, this was their first formal leadership development program.

They came in with curiosity, openness, and a genuine willingness to learn. As the day progressed, it was inspiring to see conversations become deeper, perspectives broaden, and confidence grow through discussions, reflection, and experiential learning.

One of the key messages we explored was that leadership is not defined by position or technical expertise alone. It is built through self-awareness, meaningful relationships, effective communication, collaboration, a growth mindset, and the ability to bring out the best in others.

Programs like these remind me that leadership development isn't about creating perfect leaders—it's about helping people discover their own authentic leadership style and equipping them with the mindset and skills to lead with purpose.

A sincere thank you to the entire Carbon Check leadership team for your energy, participation, and openness throughout the workshop. It was a pleasure to be part of the beginning of your leadership journey, and I wish you continued success as you grow into the leaders your teams will look up to.

Looking forward to sharing a few moments from the session.

13/07/2026

Culture is not something employees are told to believe. It's something they experience every day.

Last Saturday (11th July), I had the privilege of facilitating the STAMP (Service & Travel Management Principles) workshop for the FCM Travel Hyderabad team.

What made this session memorable wasn't just the discussions around FCM's values—it was the way participants connected those values to their own day-to-day roles and customer interactions.

Together, we explored three principles that define the FCM culture:
🔹 Ownership – Choosing accountability, taking initiative, and doing what's right for the customer, even when it's outside the job description.
🔹 Egalitarianism – Building an environment where respect, collaboration, and diverse perspectives enable better decisions and stronger teams.
🔹 Irreverence – Challenging the status quo with curiosity, creativity, and the confidence to find smarter ways of working.

What stood out throughout the workshop was the team's willingness to engage in honest conversations, question existing practices, and openly share experiences. Those discussions transformed the session from a training programme into a collaborative learning experience.

One of the greatest compliments a facilitator can receive is seeing participants reflect on their learning after the workshop. It was heartening to read a participant's LinkedIn post describing how the session strengthened not only skills and knowledge but also a deeper appreciation of FCM's values. That, for me, is the true measure of learning—when it inspires people to think differently long after the workshop ends.

My sincere thanks to the leadership and the entire FCM Travel Hyderabad team for your enthusiasm, participation, and commitment to creating exceptional client experiences. It was a pleasure learning with all of you.
Culture isn't built in a single workshop—but every meaningful conversation moves it forward.

10/07/2026

When Great Intentions Create Poor Customer Experience

Today, while travelling from Delhi to Hyderabad, I experienced something that perfectly illustrates why customer experience is about understanding preferences—not just delivering benefits.

During online check-in, I had selected Seat 8C, an aisle seat, because that's my preferred choice.

When I reached the boarding gate, the Air India staff pleasantly informed me:

"Congratulations Sir, we've upgraded you to Premium Class as you're a Maharaja Club Gold member."

A thoughtful gesture. I genuinely appreciated it.

Then I looked at my new boarding pass.

My aisle seat had become a middle seat (6E).

I politely requested,

"Thank you for the upgrade. However, if there isn't an aisle seat available in Premium, I'd rather keep my original aisle seat in Economy."

Unfortunately, that wasn't possible.

My original seat had already been reassigned, and the flight was full.

So, despite receiving an upgrade, I walked away feeling less satisfied than I would have been had nothing changed.

The lesson?

Value is defined by the customer—not by the company.

For some travellers, Premium Class is more valuable.

For others, an aisle seat, extra legroom, or simply sitting with family matters more.

A simple question before making the change could have completely transformed the experience:

"Mr. Kaushik, as a Gold member we'd like to upgrade you to Premium Class. However, the available seat is a middle seat. Would you like to accept the upgrade or keep your aisle seat in Economy?"

That single sentence would have:

respected customer choice,
preserved trust,
and converted a good intention into a memorable experience.

This isn't about Air India.

It's a reminder for every business—including those of us in hospitality, travel, retail, banking, healthcare and customer service.

Never assume what creates value for your customer. Ask first.

Sometimes, the difference between delight and disappointment is just one question.

29/06/2026

Great learning happens when participants challenge ideas—not when they simply agree with them.

Last Saturday, I had the pleasure of conducting the CURvE Sales Engagement Program for the Sales & Account Management Team at EaseMyTrip at their Noida office.

What stood out wasn't just the enthusiasm—it was the quality of the discussions. The participants questioned, debated, and validated every sales concept against their real-world experiences. Those conversations made the learning richer for everyone, including me.

Their curiosity, openness to new ideas, and commitment to applying the frameworks back at work reaffirmed a simple truth:

Training creates awareness. Ex*****on creates results.

Thank you Punit Puri and the entire EaseMyTrip team for your energy, engagement, and willingness to learn. I look forward to hearing your success stories as you put the CURvE framework into action.

never stops. It simply moves from the classroom to the customer.

06/06/2026

Had the opportunity to consult and assist AndEverywhere Global in conducting a highly interactive engagement event for travel industry partners from Indore on 4th June 2026.

The evening focused on strengthening travel trade relationships while showcasing the growing DMC capabilities of [AndEverywhere Global] across destinations like Almaty (Kazakhstan) Japan, Philippines, Hong Kong and Baku (Azerbaijan)— markets where the company has strong operational presence and on-ground expertise. ([AndEverywhere][1])

It was encouraging to see enthusiastic participation from travel partners who engaged deeply in discussions around destination positioning, traveller expectations, operational support, and how strong local presence creates a meaningful difference in guest experiences.

The event also highlighted how collaborative partnerships, destination knowledge, and seamless ground handling are becoming key differentiators for modern outbound travel businesses.

Sharing a few glimpses from the event.

Fulcrum-Push

24/08/2026

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27/07/2026

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29/06/2026

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