The COVID-19 pandemic has upended the world. As we wait for signs that the tide is turning, even well-prepared companies with business continuity plans are scrambling to change the way they do busines...
It's an understatement to say we are living in interesting times. Now declared a pandemic, the novel coronavirus COVID-19 is impacting everyone's lives. A visit to any grocery or drug store illustrate...
Turn back the clock a few years, and Gartner made a few bold predictions about the year 2020. It started in 2011, when they foresaw 85 percent of all customer service interactions would be handled by ...
Imagine having over 150 million clients. Sounds like a great problem to have, except the "service" provided isn't one appreciated by those clients. And in fact, that service is considered by many both...
There are many discussions/questions on how to setup different entities of Portal to be available for unauthenticated public users. This will help customers setup self-service options for public users...
Search Engine Optimization (SEO) is the science behind optimizing a website’s content so that the search engines are more likely to show it as a top result for relevant keyword searches. ServiceNow of...
Artificial intelligence (AI) and automation continue to change the business landscape. Nowhere is this more apparent than in customer service. In fact, Forrester calls both out as major contributors t...
Things get better with time. It can be said for whiskey, cheese, and spaghetti sauce, and other examples abound. Home entertainment has gone from waiting in line at Blockbuster to rent an overplayed, ...
In her annual "megatrends" report, Kate Leggett, VP and Principal Analyst at Forrester Research for CRM and Customer Service, identifies three trends she sees in customer service in 2020. Her third pr...
Groundhog Day. Occurring every February 2nd, it's a tradition-turned-holiday celebrated in the United States and Canada. It draws its history from the Pennsylvania Dutch superstition (derived from a G...
The Orlando release of the Now Platform® is now available! It delivers new functionality across Customer Workflows, including Customer Service Management, Knowledge Management, and Communities. (See h...
It's very common for companies to maintain a roadmap of their products and services. They often include details from past releases, what's available currently, and what's planned for the future. It pr...
The Dream Team. The phrase sums up the idea of bringing a collection of the best individuals in a given field together to deliver amazing results. While this description might have been applied to man...
Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and runged or ridged to allow the hamster to grab hold as they ran–and did my hamst...
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