RP Sanjiv Goenka Group

Transforming Customer Service in the real world

If you’re eager to modernise your customer service operations, but could do with some advice that goes beyond the big vision, then you’ve come to the right place.

CX champions deserve some help

If visions were all it took to build seamless, omnichannel customer journeys that efficiently deliver loyalty and business growth, then most enterprises would be there by now. In reality, if we’re entirely honest, the journey to customer experience (CX) excellence can be a little rocky.

Whether it’s selecting vendors, getting internal buy-in, or designing the right communications for agents who might be afraid of change – CX champions often face a host of challenges that can stand in the way of modern, digitally-powered customer service operations – one of the most important factors in CX.

If that’s you, then the resources we’ve assembled here will help. They’re based on our experience helping dozens of businesses with their customer service transformation initiatives. And we hope they’ll supply the CX pragmatism that will help you turn your vision into real-world delight.

Transforming CX

Our manifesto

The new CX realism

CX visions are, we hate to say it, a dime a dozen. They’re not the problem. When CX initiatives fail, it’s usually because the visions don’t come with an action plan that tackles the real-world obstacles to change. This fast-paced slide deck explains why successful customer service transformation is based on a realistic plan – and what that looks like.

An eBook chock-full of useful advice

The realist’s guide to transforming your Customer Service operations

This guide is about the key reasons that cause enterprise CS modernisation initiatives to fail – and dozens of tried-and-tested action points that help you anticipate, avert, or remove them. All sourced from Firstsource transformation experts’ hands-on experience of making CX change happen for customer-focused enterprises across a range of industries.

Transforming CX

Your guide for getting started

How to get started with Customer Service transformation

Great customer experiences drive brand loyalty, lift revenue, and make a ton of other good things happen. But boardrooms are a tough audience when it comes to selling transformation projects. That’s why we’ve put together a quick-starter guide to help you have hard-hitting conversations about the importance of tackling customer service in your organization, run kick-off workshops, and generally set your business up for success.

Transforming CX

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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