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…
With the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of commerce today means Customer Support…
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 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…
The SaaS-fueled app-ification of consumer and enterprise software is driving more companies to hone in on the user experience; by evaluating the opportunity for in-app contextual help to drive adoption…
Artificial intelligence (AI) is all the rage – and it has also become a big, baggy buzzword. While a single term for the sake of simplifying communications is useful, it…
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…
