With rapid rollouts of updates and easy integration with other IT systems, businesses of any size can benefit from a fully-fledged AI chatbot, with Google, IBM and others offering competitors or simpler variants. While they are not super-intelligent, yet, these bots improve on the current customer experience … Read More

The UK experience may be less buoyant than other parts of Europe, as wage growth falls behind inflation and footfall subsides. … sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers. Read …

We present the latest highlights from The Front Line, our regular e-Zine column sponsored by Copper Dog Scotch whisky, that champions customer service excellence in travel retail. The column explores how the airport retail experience is brought to life by individuals representing the leading industry … Read More

Every customer Chey served was given their food and a personal compliment. Most, if not all, left with a smile on their face. The customer service I experienced that afternoon was exemplary. I'm not sure if this level of service is a result of Wendy's training or if Chey and …

Twitter's bot crackdown is great for improving the quality of the service, but might make it harder for businesses to use it effectively. That's why the company is tweaking its system to enable companies to better deal with bulk communications. In the future, you shouldn't be waiting as long for …

It is not then surprising that the audiences view chatbots and digital assistants as magical creatures that reside on your smartphones and with your every command run around to fetch every little piece of information. Some may assume these automated helpers are smart enough to pull off complex … Read More

It's a good week to be a grocery shopper in America – because, after all, who doesn't like being pursued? The grocery business in America is a $650 billion industry. And like the prettiest girl at the dance, America's grocery spend is the highly sought-after object of everyone's affection. This …

Chatbots are already a key part of many businesses, but few use true AI. Amelia by IPSoft is an exception and is seeing great results in banking, airlines, hotels, insurance and other markets. She helps solve customer requests, detect fraud and learn from watching human agents interact with customers … Read …

A social media endorsement from Keeping Up With the Kardashians star Kylie Jenner could earn a company serious cash, but criticism from the beauty maven could result in a loss of even more. That's seemingly what happened with Snapchat on Thursday. The app's redesign was detested by most of its … …

Kylie Jenner has wiped £1 billion off the value of Snapchat's owner, Snap, after she tweeted that she no longer used the messaging app. The reality TV star posted on Wednesday: "sooo does anyone else not open Snapchat anymore? Or is it just me… ugh this is so sad." Snap's …