Solving the UK’s ‘productivity puzzle’
Alex Osborne, Senior Director at ServiceNow, puts forward a proposal for how organisations - and the economy as a whole - could receive a much needed productivity boost.
The charity partnered with Bluewolf, avoiding a 'big bang' approach.
With the acquisition of conversational messaging hub Smooch, Zendesk connects its Sunshine CRM and CX platform into the mobile consumer experience
Virgin Trains is one of the largest railway operators in the UK. CIO John Sullivan explains how the ServiceNow platform is being used to tackle disruption.
Public sector adoption drives ServiceNow through a quarter that saw subscription billings grow 26% year-on-year.
How digital healthcare provider Omada Health uses behavioral science, connected technology and customer service in the fight against chronic disease
Fast growing customer engagement SaaS vendor Freshworks has built a solid reputation amongst an SMB fan base. It’s quickly moving into the enterprise and wants to go after the holy grail of 360 view of the customer.
Performance management is a topic that makes me wary. KPIs can dampen employee morale. But at NICE Interactions 2019, MAPFRE's Jeremy McKechnie told me a radically different story. He also weighed in on Predictive Behavioral Routing.
I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here.
How 5G will impact the customer experience
5G is coming and the impact on the customer experience should be significant, argues Salesforce's John Carney.
Revenue growth, customer growth and a narrowed loss bring 2018 to a strong close.
Some pundits believe 2019 will bring stormy weather or even a winter like business environment. Whether that's true has yet to play out but to me, it makes sense to think about fixing the roof. Now.
Companies work hard to earn the distinction of "worst customer service you received this year." It's only fair they get their just reward. Here's mine - complete with illustrations of services not rendered.