Meet brilliant India..

Where is your business’s brightest advocate right now? Perhaps somewhere in the Philippines, Brazil, or India. They’re passionate about your brand and know exactly what your customers stay for. They’re naturally empathetic, level headed when things get heated, and have a genuine knack for turning a frustrated caller into a loyal fan. But for decades, CX hiring has ignored them. With geography and accent filters eliminating people out before their skills receive a real evaluation, the strongest t

Most commentators with a connection to designing enterprise systems that manage customer experience (CX) spend a lot of time talking about how to improve customer service processes. How can we improve the multichannel experience? How can we apply AI to improve our self-service options? And so on.

But what do all the brands reading all these ideas really want? They want to reduce the cost of doing business. They want to grow their revenue by increasing sales to customers. They want to encourage