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…
Uncensored, Unencumbered and Unafraid!
The world of customer support has undergone significant changes in the past few years. With the rise of digital first…
The future of customer experience has been sealed, or so many believe. The truth, however, lies somewhere in between what…
Building blocks of building customer service from the seminal work – Outside -in paraphrased in my words! Service Strategy Best defined…
Creating product differentiation is vital to success but the question is, at what cost must it be done? A billion…
Customer centricity gets spoken about a lot, don’t believe me? Tune in to any corporate briefing and you’d invariably find…
If I gave you all the ingredients that go into a great falafel, would you succeed in putting together the…
Contrary to popular perception, CX automation is not a recent phenomenon. In fact, consumer mass deployment of the discipline dates…
Without a robust knowledge management practice in place, customer/seller/merchant/client, or just about any other kind of quality support is impossible…
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by…
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell…