Jackelyn Gill is a tech storyteller at heart. As a journalist and writer, she’s curious about pretty much everything that crosses her path… and as a marketer, she loves sharing it with everyone who reads her words.
“How do I get a laptop to my employee?” Early in the pandemic, when companies talked about working in a digital world, that’s where the conversation started. As for where…
When you have a problem with a product or service, where do you turn for the best digital customer experience? If it’s a simple “how do I?” question, you might…
Imagine if your job required you to memorize 5,632 jumpwords just to get your daily work done. That was an impossible reality for Charles Schwab, a US leader in banking…
When your customers are drowning in a sea of content, which makes for a better life raft: smart tags or a smart search? Eighty percent of U.S. adults know exactly…
If you feel mounting pressure to produce more and more content (and do it fast), you’re in good company. Eighty-five percent of companies agree that they feel the same pain.…
Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…
Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
Here’s what an OK online experience looks like: a customer visits your website, submits a query to your search box, and quickly finds what they’re looking for. Frankly, though, this…
Though 43% of users go directly to the search bar when they land on a webpage, site search is often overlooked. What is it, and why should you care? Well,…
What do you believe more: what your customers say, or what your customers do? While a definitive “I am looking for <insert very specific model number here>” or “I prefer…
