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…
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…
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…
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…
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
If you’re looking for a philosophical, view-from-thirty-thousand-feet take on enterprise digital transformation, this isn’t it. Nor is this another post waxing lyrical about artificial intelligence (AI). Instead, my task is…
Maybe it’s the hype around digital transformation coming to fruition. Maybe it’s the lasting effects of the global pandemic. Regardless, the move toward richer, more contextually relevant digital self-service experiences…
While the Information Age has certainly opened the floodgates for people to access information like never before, companies are only now shifting their focus to provide more relevant and highly…
