A technology-enabled business strategy such as digital transformation (DX) makes it possible for firms to expand their competitive differentiation in the market. Although disruptive, DX requires fi...

In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner co...

Across industries, Internet of Things (IoT) devices collect massive volumes of detailed data about their characteristics and operating conditions. The data from each device can be compared with a l...

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that custo...

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This pos...

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know custom...

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that i...

Sunrise Communications, Switzerland’s largest private telecommunications provider, must balance quickly launching new, competitively priced services with meeting strict data protection, security, a...

Red Hat and independent analyst and advisor West Trax have partnered to create a vendor-neutral approach to gain insight into SAP^® system and support a common understanding between all s...

Molecular Health, a leading biomedicine company, uses big data analytics to provide comprehensive medical and therapeutic services. The company previously used a SUSE Linux platform to support its ...