Archives for Tom Sweeny
9.14.23 Read Time: 2 Mins
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
6.12.23 Read Time: 2 Mins
ServiceXRG’s Support Contribution Index measures the cumulative benefits of Support activities.
6.1.23 Read Time: < 1
This study provides tangible evidence of the potential benefits for generative AI in support.
5.2.23 Read Time: 2 Mins
If customers still use your product but have canceled their service contract, re-engage them through a win back program.
4.20.23 Read Time: 3 Mins
It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …
4.19.23 Read Time: 2 Mins
Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).
4.10.23 Read Time: 2 Mins
LLMs with generative capabilities offer immense potential to change the way we present information, yet searchable knowledge bases are family and easier to maintain. This article compares the pros and …
4.8.23 Read Time: 3 Mins
The complexity involved with building and maintaining large language models may be beyond the reach of many companies today, but it does not mean that we can’t start thinking about …
3.30.23 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
3.15.23 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.
3.9.23 Read Time: 2 Mins
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
3.6.23 Read Time: 4 Mins
Generative AI technology can create useful types of new content in audio, graphical, and text formats. With the right instructions and knowledge inputs it can write code, produce music, and …
2.17.23 Read Time: < 1
For the past decade, reported self-service deflection has averaged 22.8%. The industry trend for deflection has slowed down slightly.
2.10.23 Read Time: 5 Mins
As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.
2.2.23 Read Time: 5 Mins
This article provides initial impressions and experiences with ChatGPT and offer thoughts about the potential implications for Technical Support and Customer Success.
1.24.23 Read Time: < 1
Learn about the trends shaping Support and the best practices companies use to optimize Support efficiency.
11.3.22 Read Time: 2 Mins
This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.
10.12.22 Read Time: 2 Mins
Support demand grew at 11% in the past year, and we anticipate that demand will continue to grow for most companies but at a slower rate. Understanding how demand for …
