The Russian invasion of Ukraine and us!
The word Putin was never music to a democratic ear but lately, it has started sounding a lot like the…
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…
A framework to assist customer services thinking!
Creating product differentiation is vital to success but the question is, at what cost must it be done? A billion…
Framework for delivering exceptional customer experience!
Customer centricity gets spoken about a lot, don’t believe me? Tune in to any corporate briefing and you’d invariably find…
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…
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…