Those are just a few of the details contained in the archive of my Facebook history, which I downloaded on Monday. I stopped actively using the site years ago, but recently decided to delete my Facebook for good. First, however, I wanted to save a copy of my data. After …

Unlike traditional call centers where calling a customer service line would almost surely guarantee a response if the customer is patient enough, customer complaints through social media are not necessarily responded by companies. Based on data we compiled during a nine-month period from 2014 to … Read More

That's the sound of today's marketing professionals running out of ways to complain about the latest social media algorithm change. If you listen … With instant in-app feedback, customer–service complaints need not be in the public forum anymore, while positive praise can be published to social at will. Read More

Though the funding of Estonia's political parties as well as their election campaigns is relatively strictly regulated, there is currently a loophole: anyone can pay and run political advertising on social media. While nothing is currently being done about it here, Latvia has begun addressing the issue. Read More

But narrative victories can be as important as battlefield military gains in today's conflicts, which are increasingly fought online and via social media as well. Tamimi's story and her now iconic image has significant potential to influence opinions and positions on the ongoing occupation of Palestine. Read More

While simply getting your voice out there is a good first step — especially if you're short on time and resources — you want to make sure that everything you are posting on social media is worth the effort you are putting into it. As you consider how to approach …

Paul Clarke, CTO of Ocado, explained that as the amount of data captured and interpreted by retailers increases, AI will help with “decluttering” both the customer experience and the retailer's internal experience by filtering these vast volumes of data which will only get “more extreme” as the internet of … Read …

Today, Artificial Intelligence is that secret ingredient that's enabling brands to win customers through hyper-personalisation of their products and services. AI has transformed the customer experience into something which, until a few years ago, was simply inconceivable, and several companies are … Read More

"These initial results show that our customers are responding to a more personalized customer experience." Wolfersberger added, "In the HSBC campaign, we found that the AI promotion was three times more efficient than the control group. In today's competitive landscape, instead of a scatter-shot … Read More

Greens Motors, based at the Withybush Industrial estate, Haverfordwest, has won the Jaguar Land Rover Customer Service Centre award for the last quarter of 2017. Jaguar Land Rover regularly surveys customers who visit their 120 dealerships across the UK, with Greens returning the highest rating … Read More