Customer Experience

How Technology Silos Are Killing Your AX & Support ROI

How Technology Silos Are Killing Your AX & Support ROI

March 18, 2021

Technology has replaced archaic ways of customer service. Yet support orgs struggle to deliver stellar AX & CX. Read on to know why, & how you can overcome these challenges.

How KCS & Self-Service Work Hand-in-Hand to Drive AX & CX

How KCS & Self-Service Work Hand-in-Hand to Drive AX & CX

March 12, 2021

Learn how to adopt KCS and elevate CX. Also, improve agent productivity with self-service by capturing the collective knowledge of your organization.

How Real-time Analysis of Customer Intent Helps Deliver Better CX

How Real-time Analysis of Customer Intent Helps Deliver Better CX

February 4, 2021

AI & cognitive technology connects businesses to users on a personal level. But how does this augment CX strategies and improve sales, here’s how.

Evolving Your Online Community Beyond A Support Forum

Evolving Your Online Community Beyond A Support Forum

January 15, 2021

Building an online community platform is non-negotiable nowadays. But, a successful brand community is the one that goes beyond case deflection. Read on to know how.

The Whys And Hows Of Customer Experience ROI

The Whys And Hows Of Customer Experience ROI

December 24, 2020

Customer experience plays an integral role in modern support. Therefore, effective CX ROI models are the need of the hour to win executive backing. Read this blog to learn more.

How to Make Personalization at Scale More ‘Personal’

How to Make Personalization at Scale More ‘Personal’

December 22, 2020

Personalization at scale is easier said than done. This blog post explains practical ways in which a company can achieve it and stay ahead of the personalization curve.

5 Powerful Customer Experience Trends That Will Shape 2021 & Beyond

5 Powerful Customer Experience Trends That Will Shape 2021 & Beyond

December 10, 2020

Many reports from leading research institutes have emphasized the role of CX going forward and a new year means new trends to look out for. In this post, we’ve rounded up five customer experience trends that businesses should bet on to prevail.

Exploring the Correlation & Differences Between Customer Support & Customer Success

Exploring the Correlation & Differences Between Customer Support & Customer Success

December 8, 2020

Read on to understand the correlation and differences between customer support and customer. Also, learn how cognitive technology & AI help CSM and service delivery managers to formulate foolproof support success strategy.

8 Ways to Catapult Self-Service Efficacy with Better Findability

8 Ways to Catapult Self-Service Efficacy with Better Findability

November 27, 2020

When the self-service fails, it increases the burden on agents and degrades customers’ trust. To prevent that, you need better content findability. This post explains how:

CTO’s POV: Augment Workforce Productivity and Reduce Customer Effort to Weather All Disruptions

CTO’s POV: Augment Workforce Productivity and Reduce Customer Effort to Weather All Disruptions

November 25, 2020

Business leaders need to adapt to weather all disruptions. This blog post reveals tips from a CTO for augmenting workforce productivity & lowering customer churn.

3 Powerful Ways to Imbue AI for Predictive Customer Service

3 Powerful Ways to Imbue AI for Predictive Customer Service

November 24, 2020

Predictive customer service allows you to take proactive steps for customer support. This blog post covers three ways to make customer service predictive with AI.

Content Findability: The Cornerstone Of Customer Self-Service

Content Findability: The Cornerstone Of Customer Self-Service

November 17, 2020

Despite the data being available in your database, are people struggling to find the relevant content at the right time? Then, here’s a panel discussion for you.

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