In the world of customer service, new trends emerge every day and there is too much conjecture and too little certainty. Here’s a list of top 5 customer service trends that will actually take the businesses by storm in 2020. 1. Proactive Customer Support Is Here Proactive customer support means…
Customer experience is a critical component that drives nearly every business now. With 2020 ticking closer, companies are all geared up for adopting disruptive technologies to digitally transform their CX game. Here are 5 customer experience trends culled from the lot that you should include in your strategic plans: 1.…
I was one of the fortunate few who had the golden opportunity to be part of Dreamforce ‘19. The conference is an event that any true Salesforce enthusiast marks down on their yearly calendar, and once again, it exceeded expectations. I use the word “fortunate” because the magnitude of tech,…
Dreamforce ’19 is considered a must-attend event in the SaaS industry. With product keynotes, fireside chats, parties, and more than 200 breakout sessions detailing how businesses are transforming outcomes for their customers and employees through the Salesforce ecosystem, every day is jam-packed with knowledge and fun. But if not planned…
Rising customer expectations have propelled the use of the latest technology for better customer service. Artificial intelligence in support interactions is one such latest tech trend that has taken businesses by storm. Gartner says that by 2021, 15% of all customer service interactions will be completely handled by AI, an…
We’re proud to introduce the latest release of SearchUnify - Mamba ‘20. It ushers in a bucketload of interesting additions along with functional and cosmetic enhancements that aim to build on the solution’s capability and user experience. Our goal is to develop a unified tech stack that helps power digital…
Last week was an absolute delight as I got the opportunity (at TSW Las Vegas 2019) to share my insights on cognitive search & its role in digitally transforming enterprises. It was a privilege to share the stage with Leo Daley, Community Director, Kronos. Kronos is a leading provider of…
The support industry is on the cusp of a massive technological revolution. Businesses are adopting the latest AI-fueled technologies to power exceptional interactions. By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 (Source). Hence, it makes sense for businesses…
It’s no secret that businesses are continuously trying to win on the customer experience battlefield with smarter service. And you already have everything in place to make it happen. Let’s see: Contact center ✅ Well-trained support staff ✅ ✅ Cognitive technology ❓? Did you not check the third option? Uh-oh.…
According to a 2019 report by TSIA, as much as 52% of its members, which include both small and large service organizations in the tech sector, have already adopted intelligent search to provide better support and the remaining lot is planning to invest in it in the next year. The…
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