It's no secret that happy customers are the heart and soul of any business. With happy customers, you get a healthy business that can thrive and make a positive influence in its respective industry. Or, for you foodies out there, think of it this way: happy customers are the bread and the butter of fancy restaurants. They come first.
With the tremendous amount of information available now online, it's easy to get lost in endless lists of Customer Experience (CX) statistics. While one might find lists of dozens — even hundreds — of statistics, it can be overwhelming to sift through them all to find the ones that truly matter to you.
With the speed of information, gone are the days where businesses can wait for problems to arise before addressing them. Proactive customer service shifts the focus from reacting to customer issues to anticipating and resolving them before they occur.
With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".
Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.
Contact centers (not to be confused with call centers) are the nucleus of a company's interactions with its customers. With the contact center, a company can answer customer questions, resolve product or service issues, and maintain customer relationships.
An effective customer service workflow process is the backbone of any successful customer support operation.
Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.
A knowledge base is also the foundation for customer-centric self-serve platforms.
ITIL Change Management, also now known as ITIL Change Enablement as of the version 4 release of ITIL in 2018, is the process of managing change within an IT and ITSM team and organization.
A well-defined IT strategy is critical for business success today. Companies that align their IT strategy with their overall goals tend to outperform competitors in areas like innovation, efficiency, and customer satisfaction. According to Deloitte, organizations with higher digital maturity are three times more likely to excel in key metrics like operational efficiency and revenue growth.
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