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…
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…
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 does this post have anything to do with artificial intelligence(AI) or Salesforce Einstein AI…
