Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
Omnichannel vs multichannel — you’ve heard the buzzwords, but what do they really mean? The retail landscape has transformed over the past three years, not only in how people shop…
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
One to one digital personalization is a big deal—and getting bigger. Thanks to digital giants such as Amazon and Netflix, consumers are getting used to online experiences that make it…
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
If you’re looking for a philosophical, view-from-thirty-thousand-feet take on enterprise digital transformation, this isn’t it. Nor is this another post waxing lyrical about artificial intelligence (AI). Instead, my task is…
I confess, developing search engines is one of my favorite technology initiatives. I can totally relate to chief technology officers, product managers, architects, software developers, and test engineers that see…
“If you’ve been thinking that product-led sounds similar to design-led, you’re right—the empathy and innovation inherent in design-led thinking is a crucial component to product led growth.” – The Product-Led…
It’s arguable that organic traffic is the most valuable marketing channel there is. But there’s a cold war going on between tech giants, with your product data caught in the…
