Management and Technical Problem Solving

6 months ago Hutch Morzaria 0
Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they are often called upon to be the escalation point when a problem inevitably goes sour. This is quite difficult as managing people often means giving up managing technology simply Read More

What is Customer Journey Mapping and Why is it Important?

6 months ago Hutch Morzaria 0
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They think that it has to be an accurate representation of every degree of customer’s experience. This is impossible.    It is better to think of it as a persona. Customer maps are like personas. The Read More

The Impact To Your Business of “Unplanned Work”

6 months ago Hutch Morzaria 1
You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is silently killing your business. How many times have you finished your day at work, very exhausted yet unable to cross anything off your list of high-priority to do things? This can make you feel robbed. It is impossible to Read More

How To Align Your Customer Service With Your Company’s Values

6 months ago Hutch Morzaria 1
Many companies have value statements and company goals, but they often miss the mark when they try to determine how to align a specific team to these statements. When you think about how to align your customer service team with your company’s goals, what comes to mind? Do you only think about the staff on Read More

Beyond Imagination – The Real-Life Cases of IoT Security and Failures

7 months ago Hutch Morzaria 0
The Internet of Things (IoT) has changed the way businesses operate. By integrating technology into our daily lives, we have opened a door to an entirely new level of innovation. Start-ups, massive conglomerates and everyone in between is doing the best they can to push their IoT devices out into the market, making competition fierce. Read More


7 months ago Hutch Morzaria 0
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service Read More

Top CX Posts of 2018

7 months ago Hutch Morzaria 2
Customer service blog posts and/or articles are non-fiction pieces of literature that require extensive research and experience in the field. Therefore, the general expectations that you should expect when reading such an article are for the writer(s) to have at least some years of experience or familiarity with the subject. There are hundreds and thousands Read More

How to Maintain A Good Customer Experience

7 months ago Hutch Morzaria 1
We often talk about how we should create a satisfactory customer service experience in order to impress first-time comers and regulars to any company. However, once you’ve established a good customer service, one that impresses anyone who comes across your business and manages to keep them hooked to your products and/or services, what’re you going Read More

Why Does the Right CRM Make a Difference

7 months ago Hutch Morzaria 1
If you run a business that relies on customer experience to grow, then chances are that you have probably heard about CRMs multiple times in your life. If you haven’t and this is the first time you have heard of it, then you’re in luck! In this post, I’m going to talk all about what Read More

How to Land the Perfect Job – Part 5 (Interviewing)

8 months ago Hutch Morzaria 0
Check out the previous posts related to the Job Search. Part 1 – Job Boards & RecruitersPart 2 – Networking & Other Job Search MethodsPart 3 – LinkedInPart 4 – The Resume & Cover Letter Confident Interviewing  Before you even consider the tips and bits of advice that will make the interview less stressful, you Read More

ITIL Service Catalogs

8 months ago Hutch Morzaria 1
By this point, you hopefully realize that I’m a bit of an ITIL and process junkie! The ITIL Service Catalog is part of the ITIL Service design module, but while it seems very focused on the design side, it has implications in many other areas. Basically, its aim is making sure reliable, accurate information from Read More

Dispelling Misconceptions – What we Think we Know About IoT and Security

8 months ago Hutch Morzaria 0
The internet of things – IoT for short – is taking over the world, specifically businesses. This technology is the latest in the series of technological evolutions that have taken place since the computer (and the internet) was first created. Therefore, it is not surprising that there are misconceptions not only surrounding IoT itself but also Read More