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.
ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte). As…
The coronavirus pandemic has forced a wide variety of industries to rethink how they do business and to fast-track plans for digital transformation. The telecommunications business is no exception. To…
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
In lauding Salesforce B2B Commerce in its Forrester Wave: B2B Commerce Suites Q2 2020 report, analysts Joe Cicman and Emily Pfeiffer highlighted how Salesforce made “huge strides in search through…
Case deflection is a trendy, yet fuzzy concept. This makes it something that many want to calculate, but that is actually pretty difficult to do due to a misunderstanding of…
Are you a developer or experience executive in ecommerce, service, web, IT, or HR and workplace? Then keep reading. Due to Covid, 2020 rapidly became the year of virtual conferences.…
Don’t look twice, but you’re losing B2B customers to sites that offer a B2C experience. B2B customers are also B2C consumers. They refuse to wait more than one second for…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
Before the covid 19 pandemic, the health insurance industry was changing rapidly to meet consumer demands. The pandemic accelerated a change in service delivery, moving from in-person to remote that…
When it comes to digital shopping experiences, search personalization is more important today than ever before. If in 2019 about 60% of shoppers expected personalized content, that number increased to…
