I recently spoke with Jack Springman about the state of CX, why customer-centricity isn't helpful or actionable and the value of technology in customer...
For Silicon Valley experts, voicebots have long been the next major technology revolution after the cell phone. And many consumers in Germany can no longer...
Horst is a real star in the Telekom network. Almost everyone likes him, even though he is one of those annoying types who asks for a favor after responding to...
Some consumers prefer chatbots to real sellers, but despite impressive pilot projects they are yet to meet the demand for widespread use - is it worth the...
IT Service Management Wissensmanagement
Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.
What is customer experience, anyway? What is all the hype about? Is it just one of the many trends that happen to be in vogue at the moment, but will soon...
A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy,...
Over the last decade, many of the products (games, email and spreadsheets) we grew up with have turned into services, while service itself has gone in the...