I am a product marketing director for ServiceNow Customer Service Management. Previously I have held product management and customer service and technical support management roles at several software companies, serving all industry segments and large enterprise to small business and retail customers.
Source: Pixabay.com Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an…
Photo by Oleg Magni on Unsplash Most customers worldwide still prefer using the phone to reach customer service. When asked…
Image by Pixabay.com Not every customer question or issue is easily addressed. This statement should come as no surprise. Everyone…
Photo by Kelly Sikkema on Unsplash For the 2020 tax season, the United States Internal Revenue Service (IRS) has pushed…
Photo by Karolina Grabowska from Pexels The pandemic has taught us many lessons. One of the most notable is how…
Image by schaeffler from Pixabay The end of the pandemic is in sight. Two massive efforts underway will, in time,…
Image source: Pixabay.com Getting vaccinations into arms remains problematic in the United States and around the world. The logistics of…
Photo by Simone Secci on Unsplash Closing the time gap between the moment a customer has a question or problem…
Image by Lubumbashi ma poche from Pixabay Insert heavy sigh of relief here as we enter the final weeks of…
Photo by cottonbro on Pexels.com On Thursday, the United States celebrates the Thanksgiving holiday. This year, the pandemic means it’s…
Photo by Luke Peters on Unsplash We are now two weeks into November and even closer to Black Friday, the…
Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020. They predicted…
Photo by Fabio Bracht on Unsplash The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same…
Image by Wokandapix from Pixabay Ask anyone how long the COVID-19 pandemic has been affecting their daily life, and you’ll…
Image source: CSWeek.com National Customer Service Week was established in 1984 by the International Customer Service Association (now a part…
Photo by Franki Chamaki on Unsplash In his 1999 book Management Challenges for the 21 Century, Austrian-born American management consultant,…