customer experience

It’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their email or stop scrolling long enough to click…

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…

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…

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…