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Strategic advisor to customer support and employee experience organizations, technology vendors, and system integration firms with a focus on knowledge management (KM), enterprise search, and artificial intelligence (AI). More info: linkedin.com/in/scottbideau Advisory services provided under Cephas Innovation, LLC. “Scott is the cream of the crop. He is incredibly insightful and provides excellent guidance to his customers.”…
“1/3 of customers would rather clean the toilet than call customer service.” – 2015 Aspect CX survey For all the considerable investments vendors have made in self-service, customers report only a 45% success rate according to the latest benchmark from the Technology Services Industry Association (TSIA). Most vendors make their customer leave the product, login to a…