Cognitive Search and Personalization: Coveo Recognized As A Leader
What differentiates traditional search from an intelligent, responsive search experience? That very question was core to the evaluations of vendors in The Forrester Wave™: Cognitive Search and...
View ArticleCognitive Search: How it Improves Customer Engagement
As customer success strategies evolve to adapt to the increasing demands of the modern consumer, there is one thing that remains at the core: customer engagement. There are several ways to measure...
View Article5 Ways Search Improves Self-Service and Drives Engagement
It’s time to go full throttle with your Salesforce Community. So, you want to improve self-service and Community engagement? I’ll let you in on a secret that is revolutionizing the communities of some...
View ArticleUsing Data to Create a Customer-Centric Business Strategy
Today’s fast-paced, technology-driven environment has given way to a smarter, more demanding customer base. As a business, you face an entirely new set of challenges and expectations. The average...
View ArticleWhy Salesforce Lightning Community Builder is a Game-Changer
[This post has been updated with newer, even cooler information] Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community...
View ArticleDeclare Your Independence from Poor Digital Experiences
“Hey Alexa, what’s the weather looking like for the 4th of July weekend?” “Ok Google, tell me the closest place to buy hot dogs” “Siri, how do I set up this BBQ?” If you’re asking your digital...
View Article6 Ways to Maintain a Healthy Customer Community
Are you looking to improve engagement and increase the amount of repeat visitors on your community site? The key to gaining and retaining your customer base is to build a healthy customer community....
View ArticleA Partner’s Perspective: How To Deliver Lasting Value in Today’s Digital Economy
We caught up with our partner JCS Consulting, which has a great deal of expertise in implementing communities, self-service sites and collaboration platforms, specially in the Salesforce ecosystem. We...
View Article3 Ways to Drive Sustained KCS Success with AI-Powered Search
Have you ever stopped to think about the the value of your organization’s collective knowledge? If your customers and support engineers can’t access the right content (knowledge articles,...
View ArticleThe “Science” Behind a Booming Salesforce Self-Service Community
Not a Data Scientist? Not a Problem. Creating a lively self-service community is often treated like a science project. Many companies are unaware of what it takes to drive self-service success, so they...
View ArticleRemoving the Barriers to Customer Self-Service Success
Your customers have questions and are chronically pressed for time. They’re turning to your support center to get answers… don’t make them wait. They rely on you to simplify their lives and if they...
View Article5 Knowledge Sharing Strategies to Wow Your Customers
“Today, power is gained by sharing knowledge, not hoarding it” – Dharmesh Shah We hear it, we say it, and we wholeheartedly believe “knowledge is power”. With the rise of the internet, society’s...
View Article4 Steps to Prepare Employees For a Customer Experience Transformation
Times are changing. The customer experience isn’t just something for consumer brands to think about anymore, CX is mission-critical to B2B brands as well. In a recent article, Improving the Customer...
View Article5 Ways to Maintain a Customer-Centric Culture
How do you go through the transition to a customer-centric culture? In our recent article, we outlined steps that you should consider taking to prepare employees for a customer experience...
View Article3 Ways Knowledge Centered Service Drives Customer Experience Transformation
We’ve been talking quite a bit about the customer experience lately, and it’s not because we have nothing better to talk about, it’s because there’s no better way for your organization to invest its...
View Article5 Ways Contact Center Managers Impact Customer Success
Customer success integrates all areas of the customer experience, from marketing to onboarding and sales to customer support. Each aspect of the customer’s journey with your company can be optimized to...
View Article5 Ways Effective Knowledge Management Drives Business
Our society is made up of digital literates. Digital literates, as Wikipedia explains, have both the digital skills and the ability to find, capture, and evaluate information on their own. We have...
View ArticleTransforming Customer and Employee Experiences with iTalent Digital
We recently partnered with the global, women- and minority-owned digital consulting and software firm, iTalent Digital. The firm helps companies in diverse industries through a suite of digital...
View ArticleHow Knowledge Management Has Reinvented Customer Service
How often do your agents answer the same support question over and over? Or search for the answer to a question that a team member has already solved? For most customer support organizations, the...
View ArticleCustomer Satisfaction is Important
Research has shown that by 2020, customer experience will be more important than price as a brand differentiator for B2B businesses. In recent years, as software companies have increasingly shifted...
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