Customer experience is the 2021 buzzword on every leader’s lips. How your customers perceive your brand holistically matters more in the current landscape than ever before. Research from Zendesk shows 55% of customers are ready to spend more with companies that
Every organisation is looking for a competitive edge and most know that digital transformation is the present and the future. However, very few are aware of exactly what they are leaving on the table without a successful knowledge management system.
What is sales enablement? With the evolution of SaaS, customer success has risen to prominence, but there's another function that's become increasingly important inside growth companies—sales enablement. Sales teams succeed when they have access to timely information about competition, product roadmap,
Most organisations don't have any kind of knowledge management strategy. They will have storage and collaboration platforms, and often there's a learning and development plan, but that's about it. Knowledge management is much broader than even having a knowledge base
When most people think of customer support, they imagine the help desk scenario in its most reactive sense—customer service people answering tickets from a queue. Support operations is broader than that, though. When you approach your help desk with the
A great customer experience involves meeting customers wherever they are in their journey. That means providing helpful information that's relevant to them and useful. Self-service is an increasingly important channel for improving customer experience, with 70% of customers demanding that
Like many people around the world, I've been following the leadership of New Zealand through the COVID crisis. Jacinda Ardern's style is direct and firm, but empathetic to the range of responses that can be expected from the public. The