CISCO – INTELLIGENT SWARMING CASE STUDY
In 2010 Cisco embarked on a journey of innovation to enable engineers to collaborate in new ways when solving customer problems. At the time Cisco support
SELF-SERVICE SUCCESS BUILDS CUSTOMER LOYALTY
Today’s Service Centers are being asked to deliver a better self-service experience. Ideally, customers will find answers in a self-serve knowledge base and offer feedback
SHARING KNOWLEDGE TO DRAMATICALLY IMPROVE SELF-SERVICE EXPERIENCE
For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex. AI, Machine Learning,
KCS® AND ITIL® 4 – COMPLEMENTARY METHODOLOGIES
Questions are often raised about which methodology should we follow, X or Y or Z? My answer is all of them, or at least bits
VALUE CO-CREATION AND EXPERIENCE INNOVATION
Have you ever stood in a hotel lobby and been approached with the question “May I help you?” Given the opportunity to improve this experience.
TRICENTIS’ INTELLIGENT SWARMING STORY
The Tricentis Intelligent Swarming (IS) case study explores their journey in the early adoption of the IS framework. Intelligent Swarming increases efficiency, energises agents and