Customer Experience

Customer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher for some segments of the market, according to the 2021…

Dell pioneered the “configure to order” approach to PC manufacturing in the 1980s. Today the company is a large multinational with several different brands servicing businesses around the world. Yet,…

I’ve been working in the support world for a long time. Having started my career as an engineer, I’ve been used to being on the reactive side of knowledge management.…

It’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their email or stop scrolling long enough to click…

In the world of ecommerce, consumers expect frictionless experiences that instantly meet their needs. Things like one-click checkouts or same-day shipping can no longer really even be considered perks. They…

Machine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want to achieve. It’s also…

It’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level of unpredictability unseen in recent years…

I’ve been advising companies on how to improve Support outcomes for nearly 20 years.  Most of these efforts involve investments in new support technology and begin with, “Tom, how will…

Delivering millions of unique experiences to millions of people – that’s what creating personalized, relevant content achieves. Coveo’s CEO, Louis Tetu, talked with industry analysts and customers about how to…

Let’s not kid ourselves here. If I were to ask you what first comes to mind when you think of technical support, what would it be? Call centers, headsets, password…