Drive Customer Loyalty With Connected Digital Workflows by ServiceNow
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The Secret Sauce Helping CX Leaders Create Loyal Clients: Convenience
Creating happy customers and retaining them has long been a top objective for customer service organizations. However, the dynamics impacting customer loyalty have changed. Customers today expect each service interaction with a company to be convenient.Read More
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Using Chatbots for better efficiency, data accuracy, and communication in the field
New technology is emerging all of the time in field service.Read More
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Best practices for field service: working efficiently, safely and intelligently using augmented real
The field service workforce is changing, as many organizations deal with aging expert technicians retiring and having valuable (tribal) knowledge leave with them.Read More
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The Great Debate: To Scale or Optimize - Adjusting Your Customer Engagement Approach in the Current
As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes. Read More
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Enterprise Chatbots: Practical Guidance for Great Customer Experiences
Customers want to solve problems or answer questions themselves at any time, rather than speak with a customer service agent. Read More
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Why Mindset Matters: Business Continuity Plans for Customer Support
Business continuity and disaster recovery plans are essential for any organization. This spring, ServiceNow’s Customer Support team moved to a remote workforce almost overnight.Read More
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Connecting the empathy dots. Bridging the gaps on the path to customer service excellence
Trying times increase customer service expectations. Additional empathy is required on top of solving the customer’s issues as quickly as possible.Read More
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Super Agents power next-gen customer experience – Are you ready?
Boosting customer experience (CX) and employee experience (EX) are now imperative in differentiating service in today’s competitive market. Empowering a “super agent,” to make interactions effortless through intelligent technology, helps ensure that any time customers spend interacting with customer service is both meaningful and valuable.Read More
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