Category: Thought Leadership

Rethinking the Role of Agents in the AI Age In the past, the customer support agent was often seen as the last line of defense — a cost center focused narrowly on call handling times and ticket resolution. Today, that paradigm has shifted. I believe the modern agent is no longer just a problem-solver. They…

Global Capability Centers (GCCs), once viewed primarily as cost-saving extensions of parent enterprises, have undergone a fundamental transformation. No longer limited to back-office support or transactional functions, today’s GCCs are central to innovation, digital acceleration, and strategic decision-making. As enterprises shift toward more agile, digitally empowered ecosystems, GCCs are stepping up as value creators, fostering…

With the rapid pace of AI innovation, software systems are more complex, dynamic, and fast-evolving than ever. Traditional QA methodologies, even those grounded in the foundation of Agile and DevOps practices, often struggle to keep pace with the speed and scale demanded by modern software/application development cycles. With Agentic AI doing the rounds today, a…

Choosing the right language model—whether a Small Language Model (SLM) or a large language model (LLM) is contingent on a range of factors, including business goals, customer context, and operational constraints. While SLMs offer advantages such as lower latency, lighter footprint, and easier fine-tuning, they may not always be the most suitable choice, depending on…

“Straight-from-the-source” takeaways from CX experts who are shaping what’s next.   The CX Ops Peer Council by Movate brought together a dynamic group of leaders across hospitality, e-commerce, financial services, SaaS and a host of other industries. In our Q1 session, 15 CX practitioners came together to explore GenAI breakthroughs in contact center operations — sharing…

Introduction: From Blockbuster Rigidity to Netflix Agility Remember Blockbuster? A sea of choices, yet frustratingly impersonal. Then came Netflix, tailoring entertainment specifically to you. That same disruptive personalization pattern is now reshaping the workplace. For too long, companies operated like Blockbuster: rigid roles, fixed paths, generic reviews. Today, that model is obsolete. We’re entering an…

Generative AI is transforming customer service, automating interactions, resolving queries faster, and offering personalized experiences at scale. The AI transformation in the customer service environment offers the opportunity for transformation in how customers see brands – through the use of intelligent chatbots – but also offers productivity tools for the customer service team. This is…

From their humble beginnings as cost-efficient back offices to their current status as thriving innovation hubs, Global Capability Centers (GCCs) are undergoing a tremendous evolution. No longer just operational extensions, they are now enablers of digital excellence, leveraging AI, ML, and automation. As businesses prioritize agility and innovation, GCCs are gaining traction, with the AI-enabled…

Remember when AI first arrived, full of promises to create a flawless world? It painted a picture of effortless conversations with customers, personalized experiences, and smart insights that could transform businesses. But like any story with a twist, things didn’t go exactly as planned. Quiet concerns turned into loud warnings as hidden biases in the…

There was a time when enterprise service management felt like an endless game of catch-up . waiting for tickets to pile up, scrambling to resolve disruptions, and navigating overwhelming backlogs. The watermelon effect was very real. Today, a new era is unfolding. Businesses are no longer reacting to problems, they are predicting and preventing them…