The 80/20/30 Rule
It’s important to understand not only the clients that are bringing you money, but also the ones that are not. Just as importantly try to understand what they are costing you!
Level Up Your Career: Why Continuous Learning Is Your Secret Weapon for the New Year
As we kick off the New Year (can you believe its 2025?!), many of us are setting our sights on new goals and aspirations. While the usual resolutions like hitting the gym and eating healthier are essential, I want to champion a resolution that can truly transform your career: continuous learning. This year, I decided
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Diving Deep with Data: My 2024 Journey into Business Analytics
In 2024, I dove headfirst into the world of business analytics, uncovering hidden patterns and mastering data visualization. This journey has not only enhanced my understanding of CX, but also equipped me with powerful skills to drive meaningful change across the organization.
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What I Learned Building a 24/7 Offshore Support Team from Scratch
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
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Navigating the Job Market in an AI-Dominant World
Learn how to use AI to impact your Job Search. While AI has pros and cons, it can be used to help improve your chances of landing that perfect role if done well
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What You Must Know About Direct-To-Consumer Customer Experience
The Direct to Consumer (DTC) market is booming with many companies and consumers both realizing immense value from the new paradigm shift.
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The World of CX
As life gets back to normal, and our superheroes begin to control the pandemic, businesses are holding onto the CX strategies that they had adopted earlier. Many companies have come to realize that the only reason some brands managed to weather the storm of Covid was because of the support and undeterred loyalty of customers.
Cultivate a Customer-Centric Culture
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
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7 Ways to Guarantee Your Team Will Be Highly Engaged
Highly engaged teams are critical for success. There are several benefits, including greater sales and profits, decreased costs, fewer sick days, and fewer defects. All of which have a significant influence on your company’s bottom line. Despite how easy it is to do, too many organizations fail to make the necessary investments in this area.
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