Guest blog by Colin Priest There’s an industrial revolution under way in businesses across the world, and it is all about automation. Businesses are embracing machine learning and artificial intelligence to make better decisions automatically. And the reason for this revolution is the comparative strengths of humans and computers. Computers are strongest at repetitive tasks, […]
Guest post by Nine Connections Is Customer Service dead? The other day, my 73-year old father, was grumbling about something he read in the news about automation of processes at the local bank. “People don’t talk anymore. In my day, customer service meant talking to someone, saying hello, asking how your day was. Now it’s a […]
Article by Adam Rawot, CEO Woveon I remember reading an article almost ten years ago talking about how teens were sending over 40 texts a day on average. The tone of the article was incredulous, but the statistic pales in comparison to how we exist online now. Speaking personally, it’s not implausible I send off […]
A must-read guide for enterprises with billions of conversations and millions of customers. Enterprises are much more overwhelmed with conversations than ever before. Not only do they have to actively respond to customers over a myriad of channels like email, phone, social and livechat, they’re expected to give personal, relevant and fast responses. To tackle […]
Guest blog by Steve Nuttall The hype around Artificial Intelligence technologies is at its peak. According to the 2017 Gartner Hype Cycle, emerging technologies such as deep learning, machine learning and virtual assistants are at the “peak of inflated expectation”. Cognitive expert advisors have passed this peak and are now descending towards the “trough of […]
Guest Post by Yitzi Weiner at Authority Mag We had the pleasure to have a conversation with Jon Sculley, the former CEO of both Pepsi and Apple Thank you so much for your time. You have been at the helm of two legendary companies, Pepsi and Apple. Do they have a common denominator? Can you break […]
Guest Post by Paul Sweeney Many years ago a Chilean gentleman named Fernando Flores developed an interaction model that modelled workflows as conversations. At it’s core was the concept that there were four distinct phases to a conversation, but that in general, organisations did not model these phases accurately or with enough granularity. It was […]
Marketing and social media should be best friends. They have to be for most products and services to reach a mass market of any significance at a relatively low cost. I’m a ‘supermarketaholic’ and enjoy visiting the biggest store close-by. Walking the lanes recently was both nostalgic and different. Nostalgic because I know this experience will change in […]
Customer service is often overlooked by many companies because it’s hard to measure the direct value of providing great customer experience. In today’s highly competitive market, businesses have to make tough calls on what to focus on next to survive, and unfortunately, providing customer satisfaction is usually on the lower end of the list. Learn […]
The one key area that you need to look at when you want to run a successful business is ensuring that you can keep your clients happy. When your clients are happy they will look at your lead generation, customer service and marketing efforts as a source of validation that all the hard work your […]
