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…
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…
So you’ve stood up your community and customers have yet to march through the streets, singing your praise. Maybe your self-service adoption is still middling, while the line between your…
It’s a mistake to underestimate a person’s intuition. You might get away with it once in a while, but the risk-reward usually isn’t worth it. That’s especially true of the…
Machine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want to achieve. It’s also…
It’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level of unpredictability unseen in recent years…
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…
