Is your customer experience up to par? Learn from real-world use cases how to streamline the case submission process, foster self-service, and amplify your search with artificial intelligence.
If you can count on one thing, it’s that customer service will only become more important for banking and financial services organizations. For growth-oriented companies, at least. Research from Salesforce…
It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
In a remote-first workplace, poor search, minimal AI, knowledge silos, and irrelevant data are hampering productivity, decreasing proficiency, and driving employees out. We need a better Intranet. The first versions…
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
Immersive, digital experiences directly impact businesses’ bottom line by making personalization a two-way process. The key? Doing so efficiently. Traditionally, personalization meant showing users content that was similar to what…
Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
In many companies, when justifying your customer experience (CX) technology investments to your CFO, cost-cutting KPIs are king. Most benefits cited for the CX tech stack are usually around operational…
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,…
