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Why Artificial Intelligence is an Agent’s New Best Friend

Why Artificial Intelligence is an Agent’s New Best Friend

TweetLet’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need...
What You Don’t Know About Millennials Will Hurt Your Bottom-line

What You Don’t Know About Millennials Will Hurt Your Bottom-line

TweetThis research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a...
Salesforce Announces Salesforce for Messenger Platform

Salesforce Announces Salesforce for Messenger Platform

TweetWhat’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage...
Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

TweetBuyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options...

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