Value stream map vs. process map, which is better for you? As with many tools and methods in Six Sigma, there isn’t a ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Many issues that customers experience with websites, apps or digital products often tie back to how well or how poorly the underlying service was designed. When a ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Rohan Joshi is the CEO and co-founder of Wolken Software, a leading IT service management and customer service desk software provider. While much of the focus for leveraging AI-based technologies to ...