transforming

How to transform the Customer Services function (Part II)

In this post I continue the conversation I started in the previous post. To recap, this conversation is about transforming the Customer Services function.  When I say transform I am pointing at something different to change. Take a good look at change and you will find that change often deals with changing the content rather than the context which gives rise to the context. Transformation deals with the context.

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Transforming the Customer Services Function (Part I)

What is missing in most organisations? Genuine Insight.

Walk along the corridors of business for 25+ years, usually as an ‘outsider’, and you are likely to get that genuine insight is rare.  I know this sounds outlandish and I say it again: contextual-deep-actionable insight is rare.

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