The goal of every organization is to help people help themselves. Service leaders want to enable self-service and increase case deflection rates as a result. However, as service leaders well know – this can be challenging. In fact, approaching it…

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 worldwide pandemic causes massive industry transformation overnight?  This is exactly…

The thought of a 30-something Jeff Bezos hunkering down in his neighborhood Barnes and Noble (ironically) dreaming up an Ecommerce juggernaut would test most of our imaginations. But that fact is but one of many otherworldly truisms about the 25-year…