The customer service and support team is on the front lines, directly speaking with customers, discovering their issues, unearthing new solutions. The product team, on the other hand, can feel…
One point five million. That was the monthly savings that Tableau’s Senior Program Manager of User Experience Dave Jobling saw after implementing Coveo AI-powered search and recommendations on its customer…
Throughout my career in the software industry, I’ve been very focused on enterprise search and have been consistently asked about taxonomy by customers. While it’s generally a good thing to…
There’s a lot of buzz about personalized end-to-end digital experiences. I can assure you, this is not a passing trend. Thanks to companies like Amazon and Google, we’ve all become…
Remember that famous Nineteen Eighty-Four-inspired Apple Super Bowl ad, the one with the rows of pale drones watching Big Brother on the big screen? When the female athlete runs with…
“I think machine learning’s the big game changer for support and the experiences that people have” – Nigel Piper When Nigel Piper, Executive General Manager, first joined Xero, the company…
Customer support is changing, are you meeting your customers expectations? There’s a lot of talk around digital transformation and what it means for support organizations. Though there are many reasons…
“70% of buying experiences are based on how the customer feels they are being treated.” – McKinsey As a customer of any product or service, we expect to be treated…
First things first, let’s all agree that a general plan to make knowledge accessible to your employees does not constitute as a strategy. To develop an effective knowledge management strategy…
Your customers prefer to self-serve. If you’re worried about making an investment in your customer self-service strategy, don’t be. Self-service is a non-negotiable in the digital age, so there’s no…
