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News in this issue

• The Secret Sauce Helping CX Leaders Create Loyal Clients: Convenience

  Creating happy customers and retaining them has long been a top objective for customer service organizations. However, the dynamics impacting customer loyalty have changed. Customers today expect each service interaction with a company to be convenient.

• Using Chatbots for better efficiency, data accuracy, and communication in the field

  New technology is emerging all of the time in field service.

• Best practices for field service: working efficiently, safely and intelligently using augmented real

  The field service workforce is changing, as many organizations deal with aging expert technicians retiring and having valuable (tribal) knowledge leave with them.

• The Great Debate: To Scale or Optimize - Adjusting Your Customer Engagement Approach in the Current

  As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes.

• Enterprise Chatbots: Practical Guidance for Great Customer Experiences

  Customers want to solve problems or answer questions themselves at any time, rather than speak with a customer service agent.

• Why Mindset Matters: Business Continuity Plans for Customer Support

  Business continuity and disaster recovery plans are essential for any organization. This spring, ServiceNow’s Customer Support team moved to a remote workforce almost overnight.

• Connecting the empathy dots. Bridging the gaps on the path to customer service excellence

  Trying times increase customer service expectations. Additional empathy is required on top of solving the customer’s issues as quickly as possible.

• Super Agents power next-gen customer experience – Are you ready?

  Boosting customer experience (CX) and employee experience (EX) are now imperative in differentiating service in today’s competitive market. Empowering a “super agent,” to make interactions effortless through intelligent technology, helps ensure that any time customers spend interacting with customer service is both meaningful and valuable.