Insights

Insights & Thinking

Pragmatic perspectives on service operations, GCCs, and technology leadership. No fluff, just hard-earned lessons.

Insight1 Oct 2026 · 5 min read

Inside Kodiflex Support: What Actually Happens to a Ticket Before It Reaches a Customer

Most AI support tools work in one step: a question comes in, a model generates an answer, it goes out — one shot at being right. Kodiflex Support routes every ticket through a 12-phase governed pipeline instead, ending in one of five distinct outcomes based on thresholds you set, not a binary resolved-or-escalated. Here's exactly what happens between the question and the answer.

Deekshit Minocha

Insight30 Sept 2026 · 5 min read

The Technical Support Problem Nobody's Naming — And Why “Just Add AI” Doesn't Fix It

Most conversations about technical support's scaling problem stop at headcount — and that's real, but it's only one symptom. High-complexity products, misrouted escalations, quiet attrition, and a cost-to-serve line finance never sees per ticket are all part of the same picture. And once a team sees it clearly, 'just add an AI chatbot' turns out not to be the fix most people assume it is — for reasons that are architectural, not effort-related.

Deekshit Minocha

Insight30 Sept 2026 · 5 min read

How Much Capacity Could You Unlock? Run the Numbers Yourself

See your support organization today and at a governed automation target, side by side — no salesperson, no signup, just your numbers

Deekshit Minocha

Insight30 Jun 2026 · 5 min read

The Best Decisions Are Made Before You Have All the Answers

We knowingly bid for a project without understanding exactly what we were bidding for. Every risk register said "No." Three months later, it had become a new revenue stream for the business. Here's the story.

Deekshit Minocha

Proof from the Field26 May 2026 · 5 min read

The Hidden Cost of Support Layers: Lessons from Redesigning a Global Support Organisation

Traditional support organizations often add layers in pursuit of efficiency, but over time those same layers can create delays, dilute accountability, and move problem-solving away from customers. In this article, I share how redesigning a multi-tier support organization by bringing ownership closer to the customer led to a 30% improvement in resolution time, stronger teams, and better business outcomes.

Deekshit Minocha

Insight26 May 2026 · 5 min read

Culture, Communication and the midnight call problem

Are you intrigued that the team said yes and the work did not get done. Read why culture plays a big part in this story and how can you work better to address this scenario

Deekshit Minocha

Insight14 May 2026 · 5 min read

5 Stage process to handle a customer escalation

Most team knowingly or unknowingly use a 5 stage process in handling a customer complaint.

Deekshit Minocha

Insight11 May 2026 · 5 min read

A unhappy customer is not always a bad thing

A unhappy customer situation is also an opportunity to find a strong customer advocate by doing the right things to help the customer

Deekshit Minocha

Insight7 May 2026 · 5 min read

Minocha Praxis solves three problems

Minocha Praxis was created to solve three problems. - Build, Operate and Optimise

Deekshit Minocha

InsightApril 12 2026 · 6 min read

When Growth Outpaces Operations: Spotting the Inflection Point

A founder hits 15 customers, 50 team members, and a Series A conversation — then discovers delivery is breaking down quietly beneath the surface.

Deekshit Minocha

InsightMarch 27 2026 · 7 min read

The Hidden Cost of Operational Drag

Five years in, strong revenue, loyal customers — and yet the bank account ran dry. How operational inefficiency quietly destroys profitability.

Deekshit Minocha

InsightFeb 15 2026 · 5 min read

The Global Marketplace Has Come for Your Business

Your customers want more features, more functionality, and more value — while paying significantly less. The market is changing faster than most operations can keep up.

Deekshit Minocha

Proof from the FieldJan 18, 2026 · 6 min read

Negative to Profitable in 12 Months

The Professional Services team was fully utilised and constantly billing — yet the business was not breaking even. How structured discipline turned it around within a year.

Deekshit Minocha

Proof from the FieldNov 18 2025 · 8 min read

From 0 to NOC to Global Capability Centre

In 2015 Company Y had 7 people in India. Four years later it had ~90, spanning NOC, Call Centre, and Business Operations. Here is how it actually happened.

Deekshit Minocha