Unity is a development platform that empowers creators worldwide to build real-time 3D projects across the games, animation, automotive, and architecture industries. After a period of explosive growth from 2019 to 2020, Unity decided to address an increase in ticket volume by maximizing its CX system rather than adding new hires. Using Zendesk tools, Unity was able to reduce operational […]

Conversational artificial intelligence (AI) is a set of technologies that can recognize and respond to speech and tezt inputs. In customer service,the term describes using AI-based tools—like chatbot software or voice-based assistants to interact with customers. Messaging continues to grow as a preferred communication channel for customers, with social messaging apps like Facebook Messenger and Whatsapp Business accounts ezperiencing huge […]

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it’s all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service. It’s especially notable for self-service, the means of how customers solve issues on their own. Artificial […]

Explore the fastest-growing human and digital skills for 2023, and understand which skills you can prioritize developing to drive the productivity, effectiveness, and career advancement of your learners This report draws on skills data from Coursera’s 4 million enterprise learners across 3,000 businesses, 3,600 higher education institutions, and governments in over 100 countries. Get your copy today to explore:• Growing […]

With data-driven insights from more than a million learners across the globe—and through the close analysis of millions of job listings—the Skills Compass Report 2023 from Coursera and The Burning Glass Institute can be used for strategic learning programs and talent planning. Learning leaders should leverage this report to define and prioritize skills requirements and understand the intersections of time […]

If you want to gain the competitive edge, the most important investment you could ever make is in your employee experience. In this handbook, you’ll see how you can unlock the full potential of your people—optimizing their power of productivity. Read it now to see why a single digital foundation is vital for delivering great experiences to employees, wherever and […]

How can an experience platform power employee productivity and engagement? By enabling you to remove friction from across your employee journey, meet employees in the channel of their choice, and deliver meaningful, personalized engagement where and how they work. Get this guide to see why laying a digital foundation is vital for making seamless experiences, and how you can get […]

Enterprises are working to create a digital foundation for process standardization and automation while streamlining operations. But at the same time, organizations focused on Global Business Services (GBS) are under pressure to show value and achieve measurable results, all while reducing costs. At risk are missed earning targets, stymied business agility, and less engaged employees. Read this guide to discover […]