Traditionally the approach to solving customer queries has been reactive. This means that companies sit tight till the customer raises […]
The Role of AI in Proactive Customer Service
All posts by Vikas Magoo
How to Avoid Social Media Customer Service Failure?
In 2013, an unhappy customer of British Airways harnessed the power of Twitter social media to complain about his bad […]
Integrating ServiceNow CSM And ITSM To Maximize the Business Impact
In a hyper-competitive world, the success of an organization is determined by its ability to become customer-centricity. Gartner predicts that […]
Why You Should NOT Build Your Own ServiceNow Maintenance and Support Team
Given the pressure organizations are under to deliver on their promises and meet constantly evolving customer expectations, digitizing business processes […]
The Key Pillars of Stellar Customer Service During Crisis
Customer service is a powerful tool to drive profitability. It becomes even more crucial and elemental when crisis strikes. The […]
Best Practices to Ensure a Successful ServiceNow Implementation
The global market size for Information Technology Service Management (ITSM) is expected to reach a staggering US$ 15.6 Billion by […]
Why You Should Replace ITSM with CSM For External Customer Servicing
The quality of your external customer service is directly proportional to the success of your business. Customer service, satisfaction, and […]
Let’s Talk About the New Rules Of Digital Customer Service
Customer service has changed in the last few years. The penetration of smartphones, faster internet connectivity, and changes in customer’s […]
Customer Experience – The Top Investment Priority for Enterprises Post COVID-19
“The world will never go back to the way it was” – Bill McDermott, CEO of ServiceNow. These are times […]
The Evolution of Customer Self-Service in Today’s Hyper-Connected Digital World
The coming of the digital age has disrupted traditional business models and firmly thrust us in the age of the […]