Archives for Tom Sweeny
5.1.24 Read Time: 2 Mins
Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.
4.24.24 Read Time: 2 Mins
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
4.2.24 Read Time: < 1
3.3.24 Read Time: 3 Mins
This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.
3.1.24 Read Time: 2 Mins
Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.
2.20.24 Read Time: 4 Mins
Effective strategies to improve satisfaction and gain customer insights.
1.2.24 Read Time: 2 Mins
Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.
11.14.23 Read Time: < 1
This article introduces an approach for selecting an AI platform to support primary use cases.
11.8.23 Read Time: 3 Mins
This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.
9.14.23 Read Time: 2 Mins
8.12.23 Read Time: 2 Mins
Learn how to connect the effort of Support teams to the value they deliver to the business.
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 …
3.15.23 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.