Category: Transform

10.3.24 Read Time: 3 Mins

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

9.14.24 Read Time: 2 Mins

Closing the Deflection Gap to Optimize Self-Service Effectiveness

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

4.24.24 Read Time: 2 Mins

A Framework for Measuring Digital Interactions

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

4.2.24 Read Time: < 1

The Deflection Gap: Why Self-Help Comes up Short

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

3.15.24 Read Time: 2 Mins

What is the primary expected outcome of your service organization?

Service teams are shifting their focus to the attainment of strategic outcomes.

11.14.23 Read Time: < 1

AI Platform Selection – Chicken vs Egg

This article introduces an approach for selecting an AI platform to support primary use cases.

11.8.23 Read Time: 3 Mins

Closing Knowledge Base Gaps

This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.

6.10.23 Read Time: 2 Mins

ChatGPT – What is it and why should I care?

LLMs and generative AI can change the way you deliver service.  The key to success is finding the right use cases. Learn how.

6.1.23 Read Time: < 1

Generative AI at Work – A Must Read

This study provides tangible evidence of the potential benefits for generative AI in support.

4.26.23 Read Time: < 1

Preparing For Next-Gen Service Technologies

Planning for and adopting the next generation of service technologies.

4.20.23 Read Time: 3 Mins

ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.

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

Strategies for the Successful Transition to a Subscription Model

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

Large Language Models vs Searchable Knowledge Bases: The Pros and Cons

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 Effort Required to Build and Train a Large Language Model

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 …

2.10.23 Read Time: 5 Mins

Differences between Customer Support and Customer Success

As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.

8.17.22 Read Time: 2 Mins

What Separates Service Market Leaders From the Rest of Us?

Do you have what it takes to be a service market leader? Learn the six service capabilities necessary to become a market leader. Get an instant assessment.

7.12.22 Read Time: 2 Mins

Are Your Services Optimized to Drive Business Outcomes?

Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a …

6.1.22 Read Time: < 1

It’s Time to Modernize Your Service Portfolio

The industry-wide transition to subscription demands a new approach to service portfolio design. The result is a shift from service portfolios designed for post-sales issue resolution to a expanded role …