Category: Scale

8.8.20 Read Time: < 1

Salesforce Trailhead

Learn about Salesforce Trailhead, self-paced, online learning platform provided for free to anyone. Trailhead offers an excellent example for how to develop customer proficiency.

2.24.20 Read Time: 3 Mins

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

2.19.20 Read Time: 2 Mins

Digital Customer Experiences (dCX)

Learn how to measure customer experiences delivered through digital channels.

4.28.02 Read Time: < 1

Self-Service Initiatives (Still) Fall Short

The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.