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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,…
