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…
Outsourcing and BPO; the past and the future!
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell…
Service Design for B2B customers.
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well…
Service design for Indian consumers!
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do…
Remote work and urban planning!
(Note: The changes that we speak of in this article is expected to happen in the course of the next…
BPO : Yesterday, today and tomorrow!
‘Business process outsourcing’, expansion of a three-letter word, BPO: brings food on the table of millions of Indians. This industry…
Change, is not easy!
A large part of my professional career in corporate India has revolved around bringing about organisational change, different organisations gave…
Service in Pandemic!
9623 comments on the last article: Thank you indeed. Yes, I am guilty of not having responded to all of…