It is a controversial title, I know. But let’s dig deeper. In the days before social media and heightened customer expectations, a traditional product was…
The Results Are In: The New SAP MaxAttention Delivers on Customer Success
In the experience economy, the customer must be a driving force behind every innovation within a vendor’s portfolio. That is certainly the case at SAP,…
SAP ActiveAttention: Putting SAP Service and Support Content into Context
Last month, Silvio Bessa, senior vice president and head of Premium Customer Success and SAP MaxAttention in SAP Digital Business Services, shared the progress of…
The Journey to Autonomous Support Through AI
We have all heard of “automated” support features, but as artificial intelligence (AI) has continued to advance, the support landscape is shifting to focus on…
Bringing B2C Principles to B2B Services and Support
Although the on-demand economy was born out of business-to-consumer (B2C) offerings, such as ride-sharing apps and movie streaming services, its principles are now firmly rooted…
Crowdsourcing Customer Service: How Ask an Expert Peer is Changing Real-Time Support
When was the last time you went a full work day without using technology to send an email, schedule a meeting, or access a business-specific…
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