It’s been three years since I was given this opportunity to wear the Intuit badge. What an amazing learning journey it has been! My connection and bond towards Intuit’s mission have only become stronger in these three years. I am writing this with the same excitement that I had when I wrote Part II and Part I of ‘I am…
Category: outsourcing
I am in LOVE with Intuit – Part II
Time flies! It’s been 9 months since I wrote Part I of “I am in Love with Intuit“. This week I celebrate my first year anniversary at Intuit. I couldn’t have asked for a better way to wrap up the first year than spending a week for self-development with my colleagues at Leading@Intuit workshop. I have to say that in the…
Recession 2016?? So, customer service??
The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…
4 Strategic customer service pillars you can’t ignore
Gone are the days when customer service was viewed as an overhead and a non-value add cost center. We have come a long way from there. In today’s prevailing dynamics, an organization’s customer service capabilities can be the competitive advantage in the market place and organizations have started to build their entire brand around their customer service capabilities….
Your name is Jane? Yeah, right! What’s your real name?
Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…
Outsourced vendor journey mapping. Do you have one?,
Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers…
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