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…
Enterprise software categories around search, engagement, personalization, and now experiences have scaled tremendously. In part, because the world continues its pandemic-accelerated race towards extreme digital. (Experiences are more important than…
When it comes to improving ecommerce site search, marketers and website managers are often their own worst enemy. For a large website with thousands of visitors, even the most miniscule…
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
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…
The workplace in this “Roaring 20s” decade is anything but tame and complacent. The modern workplace flies at the speed of thought, bombarded with all types of information overload. Sifting…
2020 will be a big year for customer service and support transformation. Things that have been around for a while tend to get stuck with labels and imagery that are…
Can you believe it has already been five days since Dreamforce ended? We can’t because our experience is still ongoing. When Dreamforce finished, the event itself came to a close,…
What has 170k+ attendees, 2,700 sessions, 50 keynotes and a bunch of camping gear? Not the world’s largest camping event – it’s Dreamforce, held next week from November 19-22 in…
Have you really optimized your customer experience strategy? For many companies, the truthful answer is no. Many companies still need to focus on customer experience management and have yet to…
