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The Challenge A leader in audio and video streaming, recording devices, and related software and accessories discovered many of its buyers were reporting negative customer support experiences in public-facing reviews and ratings. Specifically,...
The challenge Over time, a leading telecommunications and digital services company’s knowledge content had been spread out among various systems and platforms—there was no single source of truth. The company’s customer and agent...
The challenge The key to earning and retaining customer loyalty in the airline industry is understanding customer behaviours and anticipating needs to deliver an exceptional experience. An aging knowledge base, however, made it difficult for...