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Offshore has become Walmart…as Outsourcing becomes more like Amazon

Offshore has become Walmart…as Outsourcing becomes more like Amazon

In the post-digital world, no one cares much about “offshore” as a strategy – it has become part of the fabric of managing a global operating model, where operations leaders just tap into whatever global resource they need to achieve their desired outcomes. This doesn’t mean that traditional “offshore” global delivery locations, such as India […]

HBR Kick Ass Customer Service

Customer service takes a turn

There’s an interesting article in the January/February issue of Harvard Business Review by Matthew Dixon and some associates from CEB, a consulting group, about customer service agents that I think is worth a look. Most of us understand the phenomenon that new customer service channels such as social, email, knowledge bases and the like have […]