Topic: AI

The case for transforming support into a revenue driver is compelling. But execution is where most organizations stumble. The question isn’t whether to monetize support—it’s how to structure it so customers see value, not a cash grab. Here’s the framework that’s working for B2B organizations ready to make the shift. The Golden Rule: Keep Baseline […]

For years, customer support has been viewed as a necessary cost center—something you fund because you have to, not because it drives revenue. But that mindset is becoming obsolete. As AI and automation take over low-level interactions, B2B organizations face a critical question: If technology can handle basic support for free, what role should human […]

Last month, I had the opportunity to moderate a webinar alongside two executive leaders I’ve admired for some time. Charles Coaxum is SVP of Customer Support at Automax, formerly of Cisco, Centrify, and Demandbase. In his spare time while living in Las Vegas, Charles rides bikes and works on classic cars in his spare time. […]

Besides “Why Is Envoy the Best Systems Integrator?”, the question I’m asked most often these days is what generative AI products I most recommend to Customer Experience and Customer Service & Support teams. In this month’s blog, I thought I’d answer that question in a place with a URL, so I can easily share the […]

“Our CSAT scores were above industry average two years ago, and they’ve gone up 8 to 10% since working with Envoy.” — Head of Digital Experiences    Today, I’m excited to share the customer story of an RV company Envoy has partnered with for multiple years. A leading innovator in the RV industry, this company […]

Envoy helps global industry titans transform CX from an enterprise cost center into a major, global advantage – in a way no one else can.  This blog shares how Envoy does it.   Step #1: Reimagine dwindling resources and surging demands The load on CX’s shoulders is way heavier even though resources are way, way […]