It wasn’t until I found myself working from home that I realized just how often I turned to my nearby colleagues to ask them questions and get their insights. These…
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…
I’ve been advising companies on how to improve Support outcomes for nearly 20 years. Most of these efforts involve investments in new support technology and begin with, “Tom, how will…
Delivering millions of unique experiences to millions of people – that’s what creating personalized, relevant content achieves. Coveo’s CEO, Louis Tetu, talked with industry analysts and customers about how to…
With the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of commerce today means Customer Support…
