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…
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…
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release, and “Experience Cloud” in September of 2020), Salesforce Experience Cloud has grown in popularity…
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…
Even before Covid-19, banks were feeling the pressure of fintech competition to provide better customer service and usability. The inability to conduct in-person transactions put additional pressure on financial services…
The goal of every organization is to help people help themselves. Service leaders want to enable self-service and increase case deflection rates as a result. However, as service leaders well…
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…
SS&C Advent provides investment management software for advisers, brokers, funds, and other financial firms. It offers an array of applications for managing everything from client relationships to trade order executions. …
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
