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Unlocking ways to innovate organisational processes using digital and data tools.
Let’s familiarise ourselves with key numbers on the internet usage, its penetration, and stats on social media users in our country (India), before we make the case for a dedicated social media customer service strategy, for brands serious about customer experience. 680 million active internet users. 478 million WhatsApp users. 349.2 million active Facebook users…
Building blocks of building customer service from the seminal work – Outside -in paraphrased in my words! Service Strategy Best defined as intended experience, what is the kind of experience that you wish to extend to your users. Is it going to be COSTCO or Apple? Is it going to be an Airtel or LG? It…
If I gave you all the ingredients that go into a great falafel, would you succeed in putting together the best falafel there is, or even an edible version of it? You and I know that those who haven’t cooked in the past, are very likely to end up with an inedible dish, despite having…
Contrary to popular perception, CX automation is not a recent phenomenon. In fact, consumer mass deployment of the discipline dates back at least two decades. Record scrutiny and archival research should clear the air on which industry: Telecom or Banking was the first, in the Indian market to go the automation route. Pieces of empirical…
Without a robust knowledge management practice in place, customer/seller/merchant/client, or just about any other kind of quality support is impossible to augment. Customer experience and quality of support get spoken about a lot, but rarely would you come across ‘knowledge management’ getting the same attention, as a topic. Modern-day organisations are immensely complex, inherently multidimensional,…
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by cheap, easy, and widely available automation alternatives. I also propounded that weakening prospects of the BPO industry do not necessarily mean a reduction in the overall scope of outsourcing as a business decision. There is…
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell it is not going anywhere. Both futurists and economists believe that whilst growth infused inequality improves the lives of those on the weaker side of the economy too, in balance, but at the same time,…
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well – it was read 11K times in the last week, a number I am appeased with. I have been getting request emails since to address the same topic for the B2B (business to business) universe….
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do not appear RED!”, said a wise man, nearly a decade ago. (Trivia, find out who said it) The point of invoking this is to say that ‘knowing’ the way things are, is not a naturally…
(Note: The changes that we speak of in this article is expected to happen in the course of the next 10 years!) Workplace of the future (a part of which is already visible) is no longer going to be a ‘physical space‘ but a ‘network‘ that enables the staff to connect with the resources needed…
