Featured Forum Posts View All
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Customer Experience Mapping with Patients
We recently led a very successful patient-centric co-design session for a small health center in rural, coastal Maine. The issue: this region is a hotbed of tick-borne diseases. There are many people ...
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A New Evaluation Framework for Customer Service Products
We used a new Evaluation Framework for our latest Product Evaluation Report, which is about Salesforce Service Cloud. We introduced the new Framework to make our reports shorter and ...
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Does US Govt. have the Right to Our Data on Foreign Servers?
Here's an interesting and timely article in Ars Technica posted by David Kravets about the battle between Microsoft and the US government over customers' emails and whether or not the US government ...
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Saving Customers Time by Providing the Right Answer thru AI
We recently published “Virtual Assistant Update.” It’s a broad and not too deep update on virtual assistant technologies, products, suppliers, and markets from the perspective of the five leading ...
Latest Articles View All
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Customer Experience and Operational Excellence Success in B2B
Read why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers.
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Salesforce Service Cloud Summer 17
Enterprise-Class Case & Knowledge Management, Collaboration, Communities, Search, & Social Customer Service
Salesforce Service Cloud is a product in transition. By June, 2018, some of the newer features will be better integrated. This review of the current version of Service Cloud provides an accurate ...
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Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
What's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed via smartphone, ...
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Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
Here's an overview of Microsoft's latest customer service offering: Dynamics 365 Customer Service. It can be deployed in-house or in the cloud. It is only appropriate for enterprise accounts and large non-profits. ...
