Category: Technology and Operations
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Sandcone Model: Why Iโm suspicious of cost-cutting measure
Cost cutting is not ideal as a standalone project. Itโs far too easy for a central bureaucrat to say – costs are too high, we need to trim it. It is immensely difficult to parse out which departments are overspending, and which are being responsible stewards of the company budget. Iโve often seen corporate leaders…
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When Good Customer Service Becomes Complex โ And Why AI Chatbots Can Be Frustrating
Contextual ServiceStarbucks is often cited as the epitome of a customer-focused business, inspired by Howard Schultz’s vision of fostering community around coffee. Sitting in Gailโs as I write this, I canโt help but reflect on how many of us equate good service with the cheery greetings and casual chats we share with baristas. However, good…