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.
Enterprise software categories around search, engagement, personalization, and now experiences have scaled tremendously. In part, because the world continues its pandemic-accelerated race towards extreme digital. (Experiences are more important than…
Implementing location-aware search should be a top priority for brands in 2022. Why? Well, to start with, the holiday shopping season of 2021 fueled a resurgence of in-person shopping, even…
With innovation in the life sciences industry evolving at a rapid-fire pace, the quantity of generated data and new sources of data is skyrocketing. Now, more than ever before, stakeholders…
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
The customer experience (CX) has evolved dramatically over the past three decades. In the 1990s, Joe Pine, in The Experience Economy, focused on “memorable experiences.” In the early 2000s, IBM…
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
Not to sound like just another millennial, but my generation is lucky to have started with computer interfaces early in life with things such as Word Munchers and Math Blaster…
You never know when you’ll find yourself in conversation with a chatbot. I recently went to SiriusXM’s customer support site to find a resolution for a streaming issue. I was…
Far too few organizations understand how much is riding on their knowledge base strategy. By some estimates, only 44% of companies consider improving the knowledge base a top priority. Alas,…
Without a doubt, the global pandemic has impacted customer service operations and call centers in several ways. From shifts in overall business strategy, to technology issues for employees working from…
