We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5…
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is…
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience…
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of…
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also…
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
What to look for in solutions Does the vendor know cloud? Many vendors have been “on-again, off-again” cloud providers, repeatedly failing to deliver their applications in the cloud. This is…
Why cloud? Cloud-based technologies are experiencing rapid adoption in businesses of all sizes. Although within the last few years the term has changed – from “hosted” to “on-demand” to “SaaS”…