Shifting agents into a work-from-home mode was only the first step, Paul Selby says. Here’s how to think through a more proactive approach
Tag: ServiceNow
Blog
3CLogic execs warn that voice is being siloed from omnichannel customer experiences
The cloud-based call centre telephony firm argues that voice conversations need to be deeply embedded within systems of record
Shep Hyken tells brands ‘amazing’ customer experiences can be boiled down to a single objective
The author of Be Amazing, The Cult Of The Customer and other books warns against dropping an ‘F-bomb’ that can ruin a CX strategy
7-Eleven customer experience leader reveals how he helped address one of the chain’s biggest inconveniences
The provider of Slurpees, pizzas and other treats provides an inside look at its ServiceNow implementation at the vendor’s Knowledge 2020 conference
TIBCO, ServiceNow and SAP execs assess TM Forum’s CX research on telcos
Report shows strong drive to tie metrics to strategy, transform store experiences and improve personalization efforts