Travel & Hospitality
How Travel ChatBots are Elevating Customer Service
Reading time: 5 minutes
Organizations across the travel & hospitality industries have traditionally relied on classic and familiar communication channels, like email and phone calls, to engage with customers. With travel volumes surging post-pandemic, most have seen a dramatic increase in these time-consuming communication methods, leading to the need for more staff and prolonged wait times for travelers seeking...
Managed Services
Zen and the Art of CoE Maintenance
Reading time: 4 minutes
Don’t be scared by the term “Center of Excellence.” It doesn’t have to be an entire section of a building staffed by dozens of people — though of course you could do that if you wanted. I work with hundreds of mid- to large-sized clients, and every single one of them has a different interpretation...
Managed Services
What Do Salesforce Solution Architects Do, Anyway?
Reading time: 4 minutes
It’s a complicated role. Salesforce Solution Architects (SAs) live in a complex world of acronyms, systems, lifecycles, processes, user stories, relationships, and politics. Solution Architects need to lead successful implementations of Salesforce and system integrations that leverage on-premise and cloud computing platforms. But that means they: Conduct business process review meetings Lead the evaluation of...