.
AI Intent — Figuring Out the Purpose that Drives Service Tech
Imagine you were on a first date with someone, and they asked you, “What’s your five-year plan?” At first, it’d…
.
Level Up Your POS Experience — Here’s What Experts Have to Say
The other day, the igniter in my oven needed replacing. I called a nearby electrician, who came over and told…
.
Training AI Chatbots — The Guide for Service Teams
Ever tried chatting with a bot that seemed more confused than helpful? I know I have, several times. And while…
.
Top 12 Free Help Desk Software & Ticketing Systems in 2025
Help desk software was my daily command center when I worked at HubSpot Support. Our customer service ticketing system was…
.
Understanding Customer Identity Management: A Guide to CIAM
Managing customer identities effectively is more critical than ever. As businesses expand their online presence, ensuring secure and seamless access…
.
My Tips for Creating a Stellar Retail Customer Experience
In marketing, where I’ve spent my career, my mission is to nudge customers to buy. But sometimes marketers focus so…
.
AI Meets Customer Experience: Mapping Journeys with Machine Learning
As an entrepreneur, I’m always looking for more tools and strategies to both run my business more efficiently and boost…
.
Customer Journey Maps: How to Create Really Good Ones [Examples + Template]
Customer Journey Maps: How to Create Really Good Ones Did you know 70% of online shoppers abandoned their carts in…
.
Why Customer Service is Important: 16 Data-Backed Facts to Know in 2025
Throughout my career, I’ve led customer support teams across a wide range of industries, from fast-growing SaaS companies and innovative…
.
Digital Customer Experience: The Ultimate Guide for 2025
I’ve been in the trenches of customer support for some of Silicon Valley’s fastest-growing startups, and I’ve seen how a…