Customer support in the age of Generative AI
The world of customer support has undergone significant changes in the past few years. With the rise of digital first…
ToolKit: social media, customer support!
Let’s familiarise ourselves with key numbers on the internet usage, its penetration, and stats on social media users in our…
The building blocks of exceptional customer service!
Building blocks of building customer service from the seminal work – Outside -in paraphrased in my words! Service Strategy Best…
How to select the right CX automation tool?
If I gave you all the ingredients that go into a great falafel, would you succeed in putting together the…
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…
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…