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…
The hiring framework!
In my view, everyone involved in the hiring process should have a framework for it. It is the single most…
CX Transformation: A Perspective!
The future of customer experience has been sealed, or so many believe. The truth, however, lies somewhere in between what…
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 defined…
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…
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…