Author: Rob Armstrong
-
Beyond Generative AI: Using Data AI Solutions for powerful, real-time Customer Support data capabilities
Posted on
by
There is a lot of good work and conversation around the benefits generative AI can bring to the Customer Support space, particularly in knowledge, content, chat and adjacent uses. But it shouldn’t stop there- Data AI has as much potential to massively upend the ways customer support data can be changed from latent to highly…
-
Northstar KPIs are essential now more than ever in todays rapidly changing data
Posted on
by
What are your Northstar KPIs, the one or two specific metrics that you rally around, that really show if you’re going the right direction at the needed velocity? New AI data capabilities are changing the landscape for all KPI’s, including northstars
-
Engaged, empowered teams are the magic ingredient for high velocity support with operational muscle
Posted on
by
Organizational leadership that creates enduring team engagement is vital to connect customer support strategy and operational strengths into a powerful synergy around product differentiation, customer retention and brand value.
-
Operational Capability- The Spark That Ignites Everything
Posted on
by
With a strategy in place, operational capability and management becomes key to execution- finding the right levers to move the right things in a dynamic environment and being able to quickly adapt as any of the variables change.
-
Why customer support is a vital part of brand promise
Posted on
by
How customer support can amplify a brands value proposition and drive customer retention (or churn) in very real ways.
-
How we built a winning support strategy
Posted on
by
Our Advanced Tier and Enterprise support teams, part of the organization I led, were struggling to deliver against the needs that customers- and the broader customer support division- had of us. We had to pivot, and this is how we did it.