Blog : Customer Experience
7.20.22 Read Time: 2 Mins
Leverage the power and potential of today’s chatbots to scale support delivery capability.
7.1.22 Read Time: 2 Mins
Five fixes to improve support experiences and improve customer satisfaction
4.19.22 Read Time: 2 Mins
This article introduces 10 steps to take to quantify the business impact of support.
2.15.22 Read Time: 3 Mins
Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services …
2.6.22 Read Time: < 1
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
10.18.21 Read Time: 2 Mins
The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are …
3.20.21 Read Time: < 1
With new data protection requirements and security threats it’s important that Support organizations understand their role in protecting their organizations from these risks. This article introduces how to protect customer …
3.19.21 Read Time: 3 Mins
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
2.15.21 Read Time: 2 Mins
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a …
1.20.21 Read Time: 2 Mins
Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.
10.2.20 Read Time: 3 Mins
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …
9.7.20 Read Time: < 1
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of …
7.19.20 Read Time: 3 Mins
This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.
2.24.20 Read Time: 3 Mins
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
Learn how to measure customer experiences delivered through digital channels.
