The Hidden Cost of Context Switching (And How to Escape 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…
Customer Experience
Is your customer experience up to par? Learn from real-world use cases how to streamline the case submission process, foster self-service, and amplify your search with artificial intelligence.
The Intelligent Way to Bring Your Enterprise (Content) into Salesforce
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…
5 Tested Solutions to Overcoming Digital Behavioral Data Challenges
By Jackie What do you believe more: what your customers say, or what your customers do? While a definitive “I am looking for <insert very specific model number here>” or…
5 Golden Rules for Increased Agent Adoption of Knowledge Management
Changing agent behavior is hard. They’re only human, and humans enjoy consistency. But if you’re going to future-proof your company, change is a necessity. This means updating tools and processes—not…
Top 5 Tips for Using Behavioral Data to Achieve Relevance
Once upon a time, if a company wanted to harness its user behavior data, it would need to hire an entire team of data scientists (or maybe multiple teams) who…
Top 7 Healthcare Provider Websites Doing Search Right
Today’s digital-first consumers—who are also patients—have increasingly higher expectations regarding their interactions with their healthcare providers’ online presence. Basing their opinions on the online customer experiences they enjoy in other…
What is Behavioral Data and Why is it Important?
How familiar are you with digital behavioral data? Let’s put it another way. You know that feeling when you walk into your favorite café—you know, the one that makes the…
How to Adopt a Design Culture for Product-Led Growth Strategy
“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…
5 Challenges to Creating True Search Relevance (and How to Overcome Them)
Digital shopping isn’t what it used to be. As people increasingly turn to ecommerce channels, especially as a result of COVID-19, consumer expectations are rising—particularly for search relevance and customer…
Introducing More Powerful and Personalized Agent Full Search
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…