7.20.22 Read Time: 2 Mins
Three Applications for Scaling Support with Chatbots
Leverage the power and potential of today’s chatbots to scale support delivery capability.
7.1.22 Read Time: 2 Mins
A Quick Fix to Improve Support Experiences and Customer Satisfaction
Five fixes to improve support experiences and improve customer satisfaction
10.18.21 Read Time: 2 Mins
From Tasks To Outcomes – Transforming The Service Organization
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 …
6.21.21 Read Time: 3 Mins
Improve Support CX by Understanding What Users Want and Need
When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.
3.19.21 Read Time: 3 Mins
CX Principles for Success
This article introduces five CX principles necessary to establish a foundation from which to define, execute and achieve tangible, positive service outcomes.
1.20.21 Read Time: 2 Mins
Customer Experience vs. Customer Success – Similarities and Differences
Guest Author Jennifer MacIntosh breaks down the similarities and differences between Customer Experience (CX) vs. Customer Success.
9.7.20 Read Time: < 1
The Tangible Impact of CX and Customer Success
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 …
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.