Hardika Kaushal

Hardika Kaushal

Hardika is a happy-go-lucky person and an inquisitive soul. With an MBA in Marketing and profound love for writing, she weaves magic with her words. A budding Content Marketer and an admirer of all things AI, she focuses on products supporting customer service across industries at SearchUnify.

Customer Success: Pushing the Envelope Beyond Customer Support

Customer Success: Pushing the Envelope Beyond Customer Suppo...

“If your retention is poor then nothing else matters.” – Brian Balfour Imagine this: You just received an email from a company that was *mum/radio silent* for months. You open it; it's a renewal reminder for your subscription. Will it make you feel special? I don't think so. Most enterprises rest on their laurels until it’s time for the customers to renew their subscriptions. Little do they know that this laid-back approach is like digging your own grave as it leads…

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Automation & Cognitive Tech in Customer Support: Myth vs Reality

Automation & Cognitive Tech in Customer Support: Myth v...

MarketsandMarkets Research opines that the global automation market will grow to a whopping $12.61 billion by 2023. Enterprises are investing in multiple technologies to tackle mounting challenges floating in the global marketplace. Automation, artificial intelligence, & cognitive technology have been the hottest areas of investment, especially over the past decade. However, many use these terms interchangeably. It is paramount to know how these terms differ to understand what they bring to the table. Automation is an application of technology that follows…

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How Cognitive Technology is Shaping the Future of Employee Learning & Development

How Cognitive Technology is Shaping the Future of Employee L...

In a recent McKinsey Global Survey, 87% of executives said they were experiencing skill gaps in the workforce or expected them within a few years. But less than half of the respondents had a clear sense of how to address the problem. We are living in such a volatile era where technological advancements and ongoing business disruptions have resulted in workforce skill gaps. The pandemic, with its unparalleled magnitude of disorder in recent history, has only made matters worse. Many organizations…

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How Cognitive Technology is Remolding the Realm of Cybersecurity

How Cognitive Technology is Remolding the Realm of Cybersecu...

Cybersecurity Ventures opines that global cybercrime will cost the world a whopping $10.5 trillion annually by 2025. Every day headlines bring new reminders that the future is uncertain. On top of it, cybercrime is becoming more aggressive and dangerous for enterprises worldwide. Thanks to the ever-evolving digital age and the massive volumes of data, cybercriminals are executing intricate attacks at lightning speed now more than ever. The abundance of cyber risks demonstrates the need for advanced cybersecurity in organizations. Despite that,…

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How to Create a Robust Knowledge Management Strategy for Your Enterprise

How to Create a Robust Knowledge Management Strategy for You...

Knowledge is power, but only when you can find it at the right time. One of the reasons why many organizations struggle with harnessing the power of knowledge is due to findability issues (say hello to data silos.) This is why knowledge management is so crucial. Without it, businesses will be doomed to a horde of bottlenecks, confusion, and disorderliness – especially the customer service desk. Because whenever an agent fails to quickly find relevant information, both customer and the organization…

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How Regex Patterns Unlock the Next Level of Relevance & Content Findability

How Regex Patterns Unlock the Next Level of Relevance &...

Imagine being tasked with extracting valuable information from a set of strings/characters – mainly from names of companies, phone numbers, URLs, ZIP codes, financial reports, etc. The phrase "finding a needle in a haystack" comes to mind, right? But that won't be the case if you know about regular expressions or regex! Regex is a pattern that defines character combinations using operators to extract data in a text document based on a set of rules. In other words, regex casts an…

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4 Key Considerations for Choosing the Right Cognitive Search Vendor

4 Key Considerations for Choosing the Right Cognitive Search...

The more the data, the better your business will be. But is this statement always correct? Enterprises feel that the more data they have, the more they learn from it and make informed strategies for lasting success. While data is the currency of the digital age, its overload is a curse. In fact, the massive volumes of unstructured data, and the silos it resides in, can become a monumental challenge that exacerbates content findability and several other problems. According to The…

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How TSIA’s Support Services Maturity Model Revitalizes Your Support Function

How TSIA’s Support Services Maturity Model Revitalizes You...

"Whatever made you successful in the past won't in the future." - Lewis E. Platt, the ex-chairman and ex-CEO of Hewlett-Packard Co. Are you into archery? If the answer is yes, then you already understand how much effort goes into hitting the bull's eye. It's the same with an organization's performance. Let me explain. Just as in archery, there are two critical aspects that players keep replaying in their heads. One is to assess every shot, i.e., whether it is too…

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TSIA Shares Strategies to Amplify the Success of Intelligent Search

TSIA Shares Strategies to Amplify the Success of Intelligent...

You must be familiar with the phrase “change is the only constant in the world.” But when it comes to enterprises, there is another constant: data retrieval systems. Enterprise information retrieval systems came into existence even before the internet did. However, it was the rise of web search engines that amped up user expectations for data discovery, best-in-class relevance, and intuitive personalization. Hence, enterprise search had to evolve to catch up with these expectations. Today, enterprise search combined with a raft…

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How to Combat Low LMS Adoption with Engaging Learning Experiences

How to Combat Low LMS Adoption with Engaging Learning Experi...

Imagine this. The big day has finally arrived! After working incredibly hard for years, building trust and expertise, you have been assigned the herculean task of rolling out a large-scale training program for the entire workforce. The stakes are high, and so is the budget. You have already labored for a couple of weeks trying to get internal buy-in. With that out of the way, you now need an impeccable and successful execution to register a win. You run quick market…

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Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference