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…
Online retailers famously say, “If they can’t find it, they can’t buy it.” Today, this motto is even more relevant. With online sales skyrocketing in B2C and B2B, buyers are…
If you’re looking for a way to elevate your customer experience, query suggestions might be the right tool for you. They help your customers refine their queries, and they help…
If you think about it, in our everyday lives as consumers, we tend to gravitate to the products and services that provide truly effortless experiences. Whether we are buying, using,…
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals. At the time of writing,…
AI can have a major impact on customer experience. How can AI help companies deal with the issues caused by the COVID-19 crisis? This question brings together two topics that…
When The Great Pause of 2020 occurred, it provided an overnight stress test for the world’s collective knowledge management systems. What it revealed were massive gaps in the information infrastructure…
Today, we build on our latest AI research and show how you can improve any type-ahead system with category suggestions which are AI-driven, that is, those that are able to…
