Blog
DNX Webinar Q1
I was recently featured as a guest speaker at the DNX® Venture Webinar - ZERO-TIME SUPPORT A UTOPIA OR WITHIN REACH. The Moderator Eva Nahari asked me the following question that I thought of sharing with you: Question: Is Preventive support...
SAPIO Research Report
According to the Sapio Analytics Research Report - The Manufacturing and E-Commerce Benchmark report: 81% of the manufacturers face challenges with their current eCommerce experience. The top 3 challenges are summarized in this diagram. I believe that the...
The State of Field Services 2021 Report 2
The State of Field Services 2021, a recent Technology & Services Industry Association (TSIA) report, maintains that there are key activities that field services organizations can do today while working on accelerating connectivity through IoT:• Capture...
The State of Field Services 2021 Report
According to a recent Technology & Services Industry Association (TSIA) report, 𝘛𝘩𝘦 𝘚𝘵𝘢𝘵𝘦 𝘰𝘧 𝘍𝘪𝘦𝘭𝘥 𝘚𝘦𝘳𝘷𝘪𝘤𝘦𝘴 2021, the attached image shows the driver tree for equipment manufacturers with Proactive Support organizations. In the last several years'...
How can today’s limited chatbots address the self-service needs of complex products?
How can today’s limited chatbots address the self-service needs of complex products, like the ones in the High-Tech and Industrial sectors? I believe that the time has come for 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝘁 𝗖𝗵𝗮𝘁𝗯𝗼𝘁𝘀 that have: - A robust conversational Natural Language Processing (NLP)...
The Age of the Intelligent Chatbot is about to begin
The Age of the Intelligent Chatbot is about to begin. And it can’t come a moment too soon. A recent Forrester study on AI-powered Personalized Chatbots showed the following: - 92% of firms surveyed say it’s either “very important” or “important” for...
In-Product Support Experience
Customer Support Organizations are increasingly focused on the In-Product Support Experience. Customers need – and expect – to resolve their issues quickly, in real-time. They require fast access to the right product information, as well as seamless routes to live...
Gartner Report: Critical Capabilities for Insight Engines
I recently reviewed an excellent report by Gartner on Critical Capabilities for Insight Engines. Here are the three key findings: - The range of embedded and custom touch points for the delivery of insight is increasing, serving multiple roles and use cases-...
How artificial intelligence is reshaping the high-tech industry
Technology companies are in the midst of rethinking how they bring new products to market. Where should they start? In this IBM article by Grant Bodley, he narrows it down to 3 main steps: 1. Make the business model predictive instead of reactive2. Use...
CNBC Study
According to a new CNBC|Momentive study, half of U.S. workers describe their companies as understaffed, causing burn out and prompting higher percentages of workers to leave their positions. Understaffing, prominent in customer support operations, begs...
Onboarding Customer Support Agents and How to Improve the Process
A lot has been said (and documented) about the importance of delivering an extraordinary customer experience. But there is one critical component to the puzzle often overlooked: the support agents' onboarding process. Hiring the right people is essential, but a...
How AI Augments People
AI should complement, not replace human intelligence. AI-based machines have the upper-hand in handling complex models, with superior speed and accuracy. These capabilities allow machines to identify patterns and trends from the massive amounts of existing data and...