Is a ‘Leaky Bucket’ Draining Your CLV?
It’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their email or stop scrolling long enough to click…
customer experience
Why Machine Learning Creates Win-Win CX (Even During Case Submission)
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…
Practical Tips for Dialing Up Relevant Customer Service Experiences
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…
Justifying the ‘Return’ on Support Tech: Cost and Revenue
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…
How to Build a Business Case for Investing in AI for Customer Support
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…
Humana: AI-Driven Relevance for Customer-Centric Healthcare
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…
Greater Than the Sum: Snowflake, Tableau, and Coveo Transform Data Into Insights at Ellucian
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…
How to Check Your Site, So Shoppers Check Out
Online retailers famously say, “If they can’t find it, they can’t buy it.” Today, this motto is even more relevant. With online sales skyrocketing in B2C and B2B, buyers are…
Improve Ecommerce Site Search With Intelligent Query Suggestions
If you’re looking for a way to elevate your customer experience, query suggestions might be the right tool for you. They help your customers refine their queries, and they help…
Coveo for ServiceNow: the Orlando Edition
If you think about it, in our everyday lives as consumers, we tend to gravitate to the products and services that provide truly effortless experiences. Whether we are buying, using,…