Dunning is the structured follow-up process used to prompt payment on overdue invoices. It usually starts with reminders and, if unresolved, moves toward firmer notices or formal escalation. Read More
Author Archives: Girish K Mallya
Multilingual Collections Gaps: The Hidden Revenue Risk Facing Global Publishers
Imagine a Tier-1 publisher operating across more than 30 global markets. A standard dunning notice is sent to a high-value consortium account in South Korea. Technically, everything works perfectly. Read More
Inside a High-Performing Collections Center in 2026
One relies on manual workflows, generic dunning templates, and a shared inbox checked inconsistently by rotating staff. The other operates a structured collections center powered by AI-assisted account prioritization, automated workflows. Read More
The Role of AI in Transforming Customer Experience Strategies: Reimagining the Experience Economy
The future of CX belongs to organizations that combine human empathy with machine intelligence. Read More
10 Ways to Improve Customer Experience with Data & AI in 2026
Customer Experience (CX) has become one of the most important differentiators available to modern organizations. Read More
5 Ways AI Chatbots Are Redefining Customer Support in 2026
Discover how AI chatbots transform customer support in 2026 with personalization, automation, trust, and experiences. Read More
Framing the Future of CX: Intelligence, Empathy, and Strategic Design
Customer experience has outgrown its traditional boundaries. It’s no longer a support function; it’s a foundational business capability that informs how companies design products, deliver services, and build trust. Read More
AI & Automation in CX: Enhancing Lead Qualification and Customer Support
The integration of AI and automation in CX has profound implications for business operations. It allows companies to scale their customer support and lead qualification processes without proportional increases in human resources. Read More