It’s a good idea to periodically take a step back, look at the support metrics you’re tracking, and consider some newer metrics that may more accurately reflect customer satisfaction. One of these newer metrics is the Customer Effort Score (CES). CES is a customer experience survey metric that enables service organizations to account for the ease of customer interaction and resolution during a request. This is important as research indicates that customer effort is the strongest driver to customer loyalty.
Corporations faced with substantial eDiscovery requirements often lack the basic components of a corporate eDiscovery program, which prevents them from achieving efficiencies and reducing costs with respect to eDiscovery. In this educational and instructional presentation, our expert panelists will explain how to design and implement a corporate electronic discovery program for use in litigation, investigation and compliance matters.
Brave is an open-source, privacy-centered browser designed to block trackers and malware. It leverages blockchain technology to anonymously and track user attention securely and rewards publishers accordingly. And it may change the way you think about online privacy and advertising.
Released for general availability by AWS, Amazon Textract is a fully managed service that uses machine learning to automatically extract text and data, including from tables and forms, in virtually any document without the need for manual review, custom code, or machine learning experience.
Understanding that a provider’s organizational character is made up of more than capabilities, it seems reasonable that a common set of descriptive elements for competency, attributes, and distribution frameworks might be beneficial for the provider comparison process.
Transparency is a growing feature of the world we live in, including the modern workplace. Workers, including those in the legal industry, have decided that Glassdoor ratings and reviews are worthy of their consideration.
The eDiscovery Pricing Survey is designed to provide insight into industry eDiscovery pricing through the lens of 15 specific eDiscovery pricing questions answered by data discovery and legal discovery professionals.
The role of the Chief Information Security Officer (CISO) is becoming the norm in eDiscovery companies as these companies grow their client base and venture into compliance and data breach prevention services. In fact, one industry expert sees the CISO role also being weaponized to support the sales function during client discussions about security.
While not a new concept, counter-marketing with social media does provide companies a unique way to increase awareness and demand while at the same time attempting to neutralize the impact of competitor social media marketing. The aim of social media counter-marketing is not to disparage competitors or detract from their social media efforts, but to translate their work into another opportunity to bring awareness to your company, message, and offerings.
Pivotal Acquisition Corp., a public investment vehicle, and KLDiscovery, a global provider of electronic discovery and information governance services to Fortune 500 companies and top law firms, announced on May 20, 2019, that they have entered into a definitive agreement in which KLD and Pivotal will merge. As a result of the transaction, valued at approximately $800 million in enterprise value, KLD will become a publicly listed company.