McDermott has history with Qualtrics, as he oversaw the acquisition of the vendor when he was CEO at SAP. Now CEO at ServiceNow, and with Qualtrics partially spun off, he clearly thinks the company has value at his new stomping ground.
Service today is about much more than break-fix. Cubic's management of London's contactless fare infrastructure shows the XaaS Effect in operation
Spanish ferry operator Baleària upgraded to Zendesk messaging suite early on in the COVID-19 pandemic to cope with a 500% rise in customer queries
What customer service agents need in the workplace of now
Customer service agents have kept things running from home instead of call centres since the first lockdown - but are they getting the support they need? Caitlin Keohane explores the pain points emerging from Zendesk's latest research
Orange to green - using a Customer Distress Index to strengthen proactive support
Resolving issues proactively is an essential part of field service management. Sumair Dutta of ServiceMax takes a deep dive into creating a Customer Distress Index
UK digital insurance specialist BGL Group says Twilio was key to maintaining high levels of customer satisfaction and improving the customer experience.
MeUndies is a fast growing online retailer that aims to change the way that we shop for underwear. It is using Pathlight to consolidate its customer experience data.
How to make sure AR and VR have a big impact on the future of field service management
AR and VR are set to bring practical benefits to Field Service Management. ServiceMax's Joe Kenny explains why an asset-centric approach will boost their impact
Kawasaki Engines needed to make a shift from siloed data to a clearer view of the customer, with the help of Salesforce.
The future of field service – simpler processes, better service
Remote working is here to stay - Kieran Notter of ServiceMax outlines how field service vendors switch from survival to growth
Water utility Severn Trent is on an ongoing journey to overhaul the way it keeps in touch with customers, with WhatsApp emerging as the contact channel of choice.
Zendesk report highlights need to be agile and adapt to changing customer needs
Anyone surprised that Rimini Street beat market expectations for Q3 FY2020? I"m not. Here's why.
