Customer service management

Gainsight Pulse - towards a digital, enterprise-wide strategy for customer success This article is sponsored by:

At its Pulse 2023 conference last week, Gainsight introduced a new product designed to digitally automate customer success workflows, plus a new enterprise-wide license option and generative AI capabilities.

Nick Mehta CEO Gainsight - screengrab from Pulse 2023 livestream

Guru adds verification to generative AI to speed up the capture of trusted enterprise knowledge This article is sponsored by:

How can generative AI help collate enterprise knowledge without introducing spurious information? Guru believes its verification process can combine AI's speed with human expertise and judgement.

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Process mining reinvented - why desktop visibility is crucial This article is sponsored by:

Understanding how work flows across your information systems and your desktop apps is critical to improving workforce productivity and the employee experience, says Vaishnavi Sashikanth, Chief Engineering Officer at Celonis.

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Three strategies to improve your digital transformation This article is sponsored by:

A product-led growth strategy is a key milestone on the path to digital transformation. Vijay Umapathy of Heap explains three key aspects to avoid failure along the way.

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Find your truth! Why you need Professional Services Automation This article is sponsored by:

Todays business leaders know the reality of automating Professional Services is a challenging one. FinancialForce's Scott Brown shares examples from two companies who have made the most of visibility and data to make decisions based on evidence, not anecdotes.

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Understanding the digital thread and the importance of service in extending the life of an asset This article is sponsored by:

It's essential to maximize the best possible use of data available in the digital thread of assets in field service management. Joe Kenny of ServiceMax explores the key aspects and the practical achievements that manufacturers, operaters and service can realize by enabling that digital thread.

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Nationwide moves beyond customer experience surveys to conversational analytics with Qualtrics XM Discover This article is sponsored by:

US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ‘insight to action’.

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UK Power Networks revolutionizes customer support via contact-center-as-a-service This article is sponsored by:

Major energy distributor, UK Power Networks, says cloud-based Content Guru has helped it shoot up the UK customer satisfaction charts

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American Express drives Qualtrics experience data through its organization to change the way it does business This article is sponsored by:

American Express is delivering experience data to multiple levels across the company, in near real-time, to understand how it can better service its customers.