Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…
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…
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,…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
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…
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 do you adjust your immediate plans when dealing with an uncertain future? Be relevant in every channel of interaction and re-imagine your self-service strategy.
Newly released on Impact+, “Delivering Omni-Channel Self-Service Experiences” shows you how to create an effortless customer experience across all digital channels. While theory is valuable, we know it’s just not…
We are entering a new digital support reality. Real-time availability of the most trusted and relevant online resources is essential for customer success. Whether it’s getting help with new web…
