Note: This feature is only in early access. Interested in learning more? Contact us. If you’re a Coveo Service solution user, you might already be familiar with our groundbreaking insight…
If you haven’t yet noticed, the Intelligent Swarming methodology* is catching on. The best evidence we have of this trend is the slow but steady adoption of collaborative, single-tier customer…
Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different…
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
Every year service leaders probe through organic search results looking for statistics to validate their customer experience initiatives of the year. Sometimes for validation, sometimes for inspiration but the hunt…
If you can count on one thing, it’s that customer service will only become more important for banking and financial services organizations. For growth-oriented companies, at least. Research from Salesforce…
It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
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…
Data is king, but how helpful is your data if it’s sitting strewn across multiple siloed systems? Insurance distribution is powered by knowledge of customers, but the old days of…
The shift to a work-from-home-first mentality has changed a lot about the nature of the employee experience—especially the coveted office perks. Goodbye, lunchtime yoga classes. So long, cabinets full of…
Many organizations aim to provide a seamless customer experience and reduce the burden on customer support teams by enabling customers to help themselves. As a result, customer service leaders are…
What do you do if you are one of the world’s largest insurance companies, your search platform is discontinued by the vendor, your Medicare/Medicaid business faces increased competition, and a…
There’s something remarkable happening, a trend that’s reshaping how and why companies do business: product democratization. A leveling of the playing field, if you will. Today, most business sectors are…
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
