Hi Fellsteruk,   Thanks for coming back to this. How do you identify your customers? Via SSO authentication or Adobe Insight or something else?     ... View more

Hi,   We are currently bringing in Lithium and very much interested in how to measure the benefits Lithium generates. Very interesting to read your article on your activities.   What I am very much interested in is how you measured call deflection based on community ("deflect call volume by over 1.6m total calls")? Is there any information you could share here - also in relative terms -> so how much percent of the total call volume does this refer to?   Rgds, Ingrid ... View more

Very nice article. I would only like to know in which time period you have achieved the improvements.  And how do you measure the call reduction? 107k€ call reduction seems relatively low actually - depending of course on the time lenght.... ... View more