Work Examples
My portfolio includes a sample of ebooks, whitepapers, case studies and original research I have written. To see a sample of blog posts, please visit the blog page.
Ebooks
When it comes to selecting an online payment platform, there is an endless list of criteria that can be used to evaluate solutions. But these solutions should really be measured in terms of the ability to drive customers to self-service and increase adoption rates.
This ebook discusses what adoption is, why it's so important, and how it can drive positive results for an orrganization.
There’s no denying that artificial intelligence (AI) is popping up everywhere in consumers’ daily lives.
But what does it mean to 'get AI right'? This ebook looks at consumers' comfort levels when it comes to dealing with AI, and how that impacts organizations that want to implement the technology.
As brands continue to focus on improving customer experience, automation and technologies like chatbots are becoming more common. But it's important to remember that chatbots are only as smart as the technology bechind them.
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This ebook takes a look at areas where chatbots often fall short when it comes to enterprise customer care.
Whitepapers and Research
Organizations across all industries already know that, when it comes to making payments, customer expectations can change rapidly. Your customers expect your organization to deliver a simple, convenient online payment experience across every channel.
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While many organizations know they need to focus on the customer experience to remain competitive, it’s hard to know where to get started. That’s why Invoice Cloud conducted an online survey to decipher the current landscape of online payments.
Machine learning is a technology that spans multiple industries and applications, and that is changing the way that we perform tasks and interact with one another.
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But what exactly is machine learning? And, more importantly, what are its applications for common challenges that enterprises encounter with Big Data?
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This whitepaper explores the details of what machine learning is, how it works, and how it solves Big Data challenges.
There are many ways to analyze and quantify customer experience, with CSAT being the most common. But the problem many companies have, is that high CSAT scores are increasingly difficult to come by.
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One reason for this is that customer effort levels continue to increase due to fragmented customer care channels.
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This whitepaper details survey results that answer the questions: what drives up customer effort?; and how does customer effort impact CSAT?​
Case Studies
Salt River Project Improves Self-Service Rates by More than Double
Buchheit Logistics Reduces Costs by Streamlining Invoicing Process