CX- Automation, how recent is this phenomenon?
Contrary to popular perception, CX automation is not a recent phenomenon. In fact, consumer mass deployment of the discipline dates…
Knowledge Management and Service!
Without a robust knowledge management practice in place, customer/seller/merchant/client, or just about any other kind of quality support is impossible…
Happy Independence Day, People!
Wanna know, what does Independence Day mean to me? Listen in.
5 step change framework for BPOs and product Ideas!
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by…
Outsourcing and BPO; the past and the future!
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell…
Service Design for B2B customers.
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well…
Service design for Indian consumers!
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do…
**Integrity : Percept Vs Practice**
What is to act with integrity? Why play by the rules? Why let ethics make a hard task even harder?…
The monk, The ‘dweep’ and the grand diversion!
हे जी रे.. (4) हे.. रामचंद्र कह गए सिया से (2) ऐसा कलयुग आएगा हंस चुगेगा दाना तुन का (2)…
Positivity, healthcare and responsibility of the citizenry!
A modern civilised nation is governed by rule of law and is held together as a society by cultural imperatives,…