Shanky Viswanathan

We’ve all been there…  We start a transaction on a self-service channel and we run into an issue somewhere along the way and need help from a live agent. Most often it’s a frustrating experience. In order to get the agent...Read More

The bring your own device trend (BYOD), while initially held at arm’s length by most enterprise IT organizations, has led to a very notable improvement in employee efficiency and productivity in the workplace. A VMware study conducted by...Read More

The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with...Read More

Summer storms have been particularly strong across the United States. During the month of May tornadoes and have wreaked havoc on much of the South and Midwest with the most tornadoes seen in one month in the last twenty years. The impact of these...Read More

Michael Schrage wrote a great piece yesterday in the Harvard Business Review on the neglected truth about customer self-service. Schrage writes that there is a difference between self-service and self-support. Self-service he notes, centers on...Read More

Every day, six billion SMS messages are sent in the US, about twice the number of phone calls made and roughly 25 times the number of pieces of first class mail processed and delivered by the U.S. Postal Service daily. Messaging apps is a $251...Read More

You want to learn how you can better meet the needs of your customers whenever, wherever and on the channel they choose. We get that. But tell that to your inbox. Or to the relentless flood of meeting invites, conference calls and pop-up projects...Read More

Traditional one-way marketing and collecting consumers’ digital footprints and identities such as phone numbers or email addresses are quickly becoming a thing of the past. Businesses used to be able to dictate their brand image to the...Read More

Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia...Read More

Economies of scale are factors that cause the average cost of producing a product or delivering a service to fall as the volume of its output increases (Economist, 2008). Economies of scale model is most commonly applied to the manufacturing...Read More