Most call center tech providers straddle a tricky line: broadcasting the benefits of automation while still stressing the role that humans will continue to play. Now, one startup is trying to blow up that whole notion. Companies like Asapp, Avaya and Genesys insist...
The promise of chatbots as an innovative engagement tool has fallen short. They’re easy enough to create, as any adept coder can whip up a bot in a few hours. And, there are plenty to go around — Facebook Messenger alone runs more than 300,000 chatbots. But, most...
Around two years ago, the term chatbot shot into our vocabulary and onto CIO and CMO’s agendas everywhere. The idea that a customer could simply “chat” with a robot anytime, anywhere made so much sense -- or did it? You see, any technology solution or product...
Over the last 5 years there has been an explosion of innovation in communication technology. New platforms and products have emerged that improve the way brands and consumers interact. The problem is, brands haven’t been able to figure out the best way to communicate...
As brands and marketers, the biggest lie we’ve told ourselves is that our customers actually want to hear from us. Unfortunately, it’s just not the case. It’s time we accepted this and started focusing on listening and not just talking. Why? Because people want to...
When was the last time you had a great customer experience? Or how about a really terrible one? No doubt it’s probably easier to recall the times a business has let you down than when they truly excelled. For me, my last memorable customer service experience was with...
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