Chatbots to be integrated in nearly 25 percent of customer service support channels by 2020: Report
… as they realise the advantages of automated self-service. "As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks," said Gene Alvarez, Managing Vice President at Gartner. Read More
Chatbots to go mainstream
By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience – Data and analytics is already prominent across marketing, sales, digital commerce, customer service, social media management and field service departments. However, an understanding of the … Read More
Telcos next target for PayKey social keyboard
PayKey, a Social Banking solution provider, today announced the launch of its new Social Telco Solution and Mobile Smart Keyboard, which will be … The solution is set to redefine the customer experience by transforming the smartphone keyboard into a new channel for services, information, and … Read More
Is social media to blame for poor grades?
"Concerns regarding the allegedly disastrous consequences of social networking sites on school performance are unfounded," says Professor Markus Appel, a psychologist who holds the Chair of Media Communication at Julius-Maximilians-Universität Würzburg (JMU) in Bavaria, Germany. Read More
School shootings, teen suicide: The hidden consequences of social media
The real reason the FBI and local law enforcement didn't connect the dots is because they don't fully understand the new dots of social media. To grasp how social media can have such a massive impact, compare its growth and the tragic increase in the suicide rate for children and …
Seattle restaurant defends needle bins in restrooms after social media backlash
Seattle restaurant defends needle bins in restrooms after social media backlash. By: John Knicely. Updated: Feb 19, 2018 – 1:14 … Some on social media have blasted the bins as encouraging drug use, but Chaco Canyon workers say it's only for public safety. KIRO 7 found the waste bins full …
2018 is the year of technology in retail, but don’t forget the customer experience
From virtual reality to voice recognition, modern technology is changing the world at an unprecedented speed. Unsurprisingly, this has transcended into the retail industry with the rapid advancements in artificial intelligence (AI) and big data. In fact, 2018 is predicted to be the year that technology … Read More
eBay Names Pedersen VP/Artificial Intelligence
To help enhance the customer experience across its marketplace platform, eBay has named Jan Pedersen as vp/chief scientist, artificial intelligence. He will lead the company's AI strategy, including computer vision, natural language understanding and machine learning to deliver new customer … Read More
AI: Useless Without the Human Touch
Whereas AI can pull from stored data to better assist a given customer, it cannot detect when that customer is frustrated or confused. In an ever-evolving market where consumers define brands based on the customer experience they offer, emotional intelligence is key to driving customer satisfaction. Read More
Cafe’s online spat with Facebook Live rant customer who walked out in just three minutes
Ms Carnall, who runs TBC Marketing, said: “Customer service matters so much. “I've just tried, note the word, tried to go for lunch with my son in Llandudno…we thought we'll just go in somewhere, we haven't got a lot of time so we went into Home Cookin' on Mostyn Street. …