Sunil Panikker
Sunil Panikker
Sunil Panikker is a business consultant specializing in customer service, operations and business strategy. He has honed his expertise over 30 years of experience, working in senior management positions, with companies having global footprints, and responsibilities that have been cross-functional & multi-locational. His blog shares the experience and expertise assimilated from managing customer experience across multiple diverse industries.
8 easy steps to successful CSR
A blog by Susan McPherson’s on the eight CSR trends to watch out for in 2015 gives clarity on the direction CSR is taking,...
The Spectacles: an Anecdote of Customer Delight
It was a much talked about restaurant and it was my birthday. We decided to go there for dinner, 14 of us. My feeling of...
The Intolerant Customer (part2): A wake up call for business
Poor service delivery requires an increase in customer effort to avail it; and today's customer is in no mood to put in that extra...
The Intolerant Customer (part1): changing customer behaviour
In the relatively short period of the last 10 years customer behaviour has undergone one specific and crucial change.... Recently I was the silent observer...
Big Data: Is Customer Service Ready for It?
A very interesting blog post by Bernard Marr demystifying big data defines its essence and explains the extensive global influence and boundless benefits that...
The Crucial Challenge of Multichannel Customer Engagement
A Changing landscapeA dialogue from an old war movie (The Wild Geese) reminds me of the predicament of customer service professionals (CSP) not too...
Customer Experience: Play your own Gig
The first and only rule to follow when embarking on the journey to provide impeccable service and a fantastic customer experience:Do not follow any...