Category: Transform

11.5.25 Read Time: 3 Mins

CX Is Strategic: Why Tactical Excellence Isn’t Enough

This article introduces a simple framework CX and business leaders can use to assess where their efforts truly stand—and to evaluate how effectively Support and Success teams are contributing to …

10.21.25 Read Time: 2 Mins

AI in Support: Success Starts with the Right Strategy

Discover why most AI initiatives in customer support fail—and what it takes to succeed. In this article, we explore how support leaders can adopt AI strategically by aligning it with …

5.20.25 Read Time: 4 Mins

Reality Check: Are AI, Self-Help, and KM Delivering on Their Promise to Scale Support?

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

5.10.25 Read Time: 3 Mins

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

4.21.25 Read Time: 2 Mins

Support: The Strategic Lever You’re Not Fully Leveraging (Yet)

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

9.14.24 Read Time: 2 Mins

Closing the Deflection Gap to Optimize Self-Service Effectiveness

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

4.24.24 Read Time: 2 Mins

A Framework for Measuring Digital Interactions

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

4.2.24 Read Time: < 1

The Deflection Gap: Why Self-Help Comes up Short

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

3.15.24 Read Time: 2 Mins

What is the primary expected outcome of your service organization?

Service teams are shifting their focus to the attainment of strategic outcomes.

11.14.23 Read Time: < 1

AI Platform Selection – Chicken vs Egg

This article introduces an approach for selecting an AI platform to support primary use cases.

11.8.23 Read Time: 3 Mins

Closing Knowledge Base Gaps

This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.

7.6.23 Read Time: 2 Mins

Newsletter: Better Metrics, Better Outcomes, and Proof That Generative AI Works!

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

6.10.23 Read Time: 2 Mins

ChatGPT – What is it and why should I care?

LLMs and generative AI can change the way you deliver service.  The key to success is finding the right use cases. Learn how.

6.1.23 Read Time: < 1

Generative AI at Work – A Must Read

This study provides tangible evidence of the potential benefits for generative AI in support.

4.26.23 Read Time: < 1

Preparing For Next-Gen Service Technologies

Planning for and adopting the next generation of service technologies.

4.20.23 Read Time: 3 Mins

ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.

It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …

4.19.23 Read Time: 2 Mins

Strategies for the Successful Transition to a Subscription Model

Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).

4.10.23 Read Time: 2 Mins

Large Language Models vs Searchable Knowledge Bases: The Pros and Cons

LLMs with generative capabilities offer immense potential to change the way we present information, yet searchable knowledge bases are family and easier to maintain. This article compares the pros and …