Can CX Be Saved in 2024?

-

 




Comments

Post a Comment

Popular posts from this blog

AI as a Co-Pilot NOT an Autopilot

-
Image
Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
Read more

🔥Your Offshore Center Sucks. Here's How to Fix It.🔨 (Offshore Support Done Right)

-
Image
TL;DR: Offshore agents are asked to wear a mask… fake names, filtered accents, brutal metrics… then blamed when the mask slips. The fix isn’t another tool. It’s one standard, shared training, safer policies, better inputs, and respect on the line. Below: the story, the receipts to demand, and the pledge to run. Fluorescents hum. The city sleeps. A coach leans in and says, “Use your other voice.” Translation: hide who you are. Smooth the accent. Don’t spook the customer. An agent, let’s call her Mariel, answers, “Hi, this is Sarah.” Not her name. The screen runs a live accent filter. When it glitches, the mask slips. The customer sighs and asks for “someone in America.” Mariel knows the product. She can book the job. She still has to fight the bias before she solves the problem. We call the filter “productivity.” To the agent, it feels like a mask. The Triangle That Crushes Agents Three sides. One pressure point. Customers → Agents: Bias, impatience, “Can I get someone in America?”...
Read more

Welcome to the Sprawl

-
Image
William Gibson’s Sprawl Trilogy,  Neuromancer, Count Zero, and Mona Lisa Overdrive,  came out in the ‘80s.  Back when the Internet barely existed, AI was science fiction, and cell phones were the size of bricks.  And yet, somehow, Gibson nailed it.  Not just the tech, but the feel of our future.  The cold, lonely hum of a digitized world.  The way power clumps at the top, and everyone else claws at scraps below. If you’ve ever felt like you’re drowning in tech but starving for meaning, Welcome to the Sprawl. The Rich Are Gods. The Poor Are Ghosts. In Gibson’s world, megacorporations run everything.  Governments are just window dressing.  The rich live in space.  The poor hustle in decaying cities, surrounded by neon, noise, and neglect. Sound familiar? In 2025, the wealth gap isn’t just wide, it’s a canyon.  Tech billionaires build rockets and AI empires while the average person juggles three side hustles and still can’t afford rent...
Read more