The State of Support Services

Support executives continue to receive incredible pressure to reduce the cost of delivering support. This pressure, along with the push to deliver outcome-based support,...

Supporting the Internet of Things

By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in...

The Truth about Customer Experience

This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized...

The State of Support Services 2014

Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and...
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