Author: Puneet
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Coping with Resistance and Uncertainty During Organizational Change
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Let’s be real—organizational change isn’t just a business strategy, it’s a personal experience for everyone involved. It can stir up stress, excitement, confusion, and sometimes hope. Whether change means a new software rollout or a total restructure, most employees find themselves wondering, “How will this affect me and the team?”…
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How to align organizational culture and strategy during organizational change
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Organizational culture and strategy are two critical components of any successful organization. However, during times of change, these two components can become misaligned, leading to confusion, resistance, and ultimately, failure. Therefore, it is essential to align organizational culture and strategy during organizational change to ensure success. In this blog, we…
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Why AI Needs More Ethics, Not Less: My Thoughts
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A few weeks ago, I was at the Customer Contact Week conference in Las Vegas—a buzzing hub of innovation, strategy, and, as it turns out, controversy. As I wandered the expo floor, a bold banner caught my eye. It read, in unmistakable letters: “AI doesn’t need human ethics.” At first,…
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Empowering Agents: How Contact Center Technology can Boost Agent Productivity and Engagement
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In the highly competitive business world of today, delivering excellent customer service is more important than ever before. Customers are becoming increasingly demanding, expecting fast and efficient service across multiple channels. As a result, businesses are investing heavily in contact center technology to empower their agents to deliver exceptional customer…
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Unlocking the full potential of Amazon Connect
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It has been a pleasure to connect (pun intended), talk and eventually collaborate with Eliza Taylor to co-author this blog. We are both passionate about this topic pf org change management for large transformational projects, specially those that involve customer service. This topic is an area that I have also…
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Building a Customer-Centric Culture in Your Contact Center: Strategies for Driving Satisfaction, Loyalty, and Revenue
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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Creating a Customer-Centric Culture
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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The Difference Between a Manager, Mentor, and Sponsor—Which one do you need?
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Sometime back I was talking to my brother and he said something that stuck with me. He shared that he has had some amazing mentors in his career, but he wishes that he had a strong sponsor earlier in his career. That got me thinking, we search and pursue mentors…
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The Rise of Agential AI in Customer Service: A New Paradigm of Intelligent Support
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence – sophisticated AI systems that demonstrate agency, autonomy, and purposeful behavior. Moving beyond the capabilities of conventional AI that simply responds to prompts, agential AI systems actively engage in decision-making, maintain persistent memory,…
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Improving customer engagement with modern voice experiences
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Read my latest blog on transforming your contact center experience with Amazon Connect’s cutting-edge voice AI capabilities co-authored with varun tripathi and Kyle Moeller from TTEC Digital . From Custom Text-to-Speech to Voice Focus, discover how these modern features are creating more natural, personalized customer interactions while boosting operational efficiency.…