October 22, 2020

Millennials and Gen-Z Hate Phone Calls – Companies Need to Adapt (or Fail)

Enterprises need to change with the times, or they will perish.  Companies  have traditionally thought of phone calls as the best avenue to provide customer service, […]
October 22, 2020
sharing economy business model

How The Sharing Economy Business Model is Shaping Consumer Expectations

The trademarks of the sharing economy business model include fast access and response, a shared and instant messaging environment, and an on-demand framework. These features are […]
October 22, 2020
deskless workforce

The Deskless Workforce Needs True Deskless Technology

Executive Summary: Traditional field service solutions are quickly becoming obsolete due to the lack of deskless technology; New normals are forcing business model transformation and the […]
November 5, 2018

I am here are you?

After being in the industry for 17+ years, I started questioning whether the processes, tools, technology, etc were going to be relevant three years down the […]
October 28, 2018

Furious Mom Writes Open Letter To Delta After Breast Milk Incident

This happened less than two weeks ago. Excerpt: The mom was asked leave her breast milk off the plane. Delta later realized the mistake and offered […]
October 3, 2018

Defining customer experience in the context of service

“We’ve spent $MM to standardize on total CX solutions..” “Great .. I just rear-ended someone on the freeway, and can’t move my car.. How can you […]
September 19, 2018

Reboot CX for generation mobile!

DOES YOUR “FRIENDLY NEIGHBORHOOD” CRM VENDOR DELIVER EXPERIENCE THAT YOUR CUSTOMERS WANT? You’ve invested millions in CX initiatives, but your customers still rate their experience as […]
June 11, 2018

The truth enterprise mobility

The truth is – nine out of ten enterprise mobile applications face adoption challenges. They hence fail to deliver the ROI promises despite the corporate focus […]
April 13, 2018

Customer experience – The goDeskless way

The rich and interactive customer experience keenly required to keep the clients glued on to the engagement platform is every company’s need of the hour. With […]
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