To call the Amazons, Wayfairs, and Rakutens of the world ecommerce giants is an understatement. Rakuten alone did 1.46 trillion Japanese yen in 2020 (that’s more than $13 billion U.S.).…
Not to sound like just another millennial, but my generation is lucky to have started with computer interfaces early in life with things such as Word Munchers and Math Blaster…
You never know when you’ll find yourself chatting up a chatbot. I recently went to the SiriusXM support site to find resolution for a streaming issue, when I encountered the…
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,…
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…
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 live in San Diego and Google knows it. Whenever I open up Chrome to scout almost anything—a burrito spot, baseball scores, etc.—I’m getting suggestions, search results, and related content…
When employees say “it’s me,” the only suitable response from employers is “I know.” That was one of the lasting takeaways from a recent discussion between Greg Laporte, Director of…
ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte). As…
Maybe it’s the hype around digital transformation coming to fruition. Maybe it’s the lasting effects of the global pandemic. Regardless, the move toward richer, more contextually relevant digital self-service experiences…
