By Contributor

Roojoom’s approach to AI-based customer Journey Orchestration is acknowledged as unique in this new space where customer journey capabilities have different requirements from different vendors. The publication shares key findings and recommendations from Gartner’s 2020 Customer Experience Innovation Survey.

Driving individual user journeys to value goals requires effective personalized engagements, available everywhere users go, including only the most impactful messages and and packaged with a great UX

Product champions’ know what users are looking to achieve using the product, their relationships with their team members- the product users- are leveraged for advancing product utilization. Champions can track users’ journeys in real ti

User Success platform, an evolution of the standard customer success methodology, goes beyond account level success and focuses on getting the individual user to experience the product value. Assuring users meet their expectations from the product, results in long-term success...

The biggest challenge today that service providers have to face when looking at their digital and assisted customer service operations is creating “resolution capable” service channels that will not only reach the best resolution, but also do it quickly and...

Most think speed and efficiency is the most important factor to consumers when receiving customer service. After all, no one likes waiting on hold, being transferred from agent to agent, channel to channel, or wasting time..

Customer service journeys are constantly changing and evolving as service providers add new services, as well as, various service channels for customers to choose from.. Changes to customer service journeys may happen on a daily or even hourly basis –...

We all agree that an efficient self-installation process is a ‘win-win’ situation for both customers and service providers. For customers, it saves the long wait for speaking with a technical support agent, or waiting for a technician visit. It also...

Customer service nowadays has evolved into enabling multi-options of communication between the customer and the brand for resolving the customer’s issue. However, as also a recent Gartner report shows, adding more channels does not improve resolution rates or customer satisfaction enough...

You have a great SaaS product that is going to be a game changer for your customers and make them wonder how they could ever manage without it. But then, for some unclear reason, they do not renew the subscription...