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Thought Leadership Articles

Replace Luck With a Predictable Innovation Process

Companies should stop behaving as if innovation is an art. It’s a predictable science. The real question is: why are they so slow to change?  Any...

How Artificial Intelligence Powered Customer Service Will Help Customer Support Agents

Automation of services has picked up its fastest pace by now, giving users the much-needed facility to fulfill their regular tasks. With advanced systems...

The Interconnected Employee-Customer Chain. Are Your Customer Experiences Supported by ALL Employees, Partners, and...

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of...

4 Myths About Chat Support. AI to the Rescue?

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...

How Stitch Fix Shows They Truly Care About Their Customers

Chevron CEO and Chairman John S. Watson recently noted, upon his retirement, “The sooner you learn about reading people, listening to others and building...

Think Tank Discussions

Can Your Culture Make Your Company More Innovative?

Well sure, but the issue for many is whether a company needs to change its culture to become more innovative. Much has been written on this topic over the last few decades as the idea of innovation as a driver of competitive value comes in and out of v...

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