The other great strength of social media is for customer engagement. Twitter, Instagram and the rest give a company direct, instant and relatively cheap access to its customers, 24 hours a day. Clearly this has many benefits in terms of understanding customer needs, customer service and customer … Read More

The firm's boss, Tim Martin, says the decision was made in response to reports about the use of social media to troll MPs and others. He also suggests that closing the accounts will not affect his business “whatsoever” – although one wonders how the decision will change the business for …

As CEO Mark Zuckerberg continues to face intense scrutiny, users around the world don't know whether or not they can trust the social media giant with their data again. As many as 87 million Facebook users — including 300,000 Australians — may have had their private information siphoned from their … …

Social media used to be an open space, but in the last year things have started to change.” Pu Chunmei, a prominent LGBT rights activist, posted a photo of herself and her gay son that quickly went viral, according to the BBC News. “My son and I love our country… …

BUSINESS WIRE)–Tavant is working with Experian® to bring the mortgage journey into the digital age by removing barriers for consumers and making … Tavant is creating an AI-powered intelligent lending enterprise by reimagining customer experiences, driving operational efficiencies and improving … Read More

While video chat doesn't involve AI at the moment, it does show another way Oracle is working to enhance the customer experience and make employees more productive in those customer engagements, Cahill added. During the Modern CX Service Cloud general session, Oracle showcased diverse … Read More

Two trends define business in the early 21st Century. The first is the restructuring of customer journey and customer relationship into an omnichannel experience driven by mobile, social, IoT. The second is the rise of functional AI and automation that has made this new customer experience scalable and … Read More

If you're an RCN internet and/or television customer and you live in the Lehigh Valley, you're likely experiencing a major service interruption. The company posted on its Facebook page and Twitter feed Monday morning that weather is to blame for the outage it says many local customers–including … Read More

The IRS's customer service initiative–in the face of years of budgetary restrictions that have translated into reduced staffing–carries lessons that other federal agencies could apply, according to a report from the Partnership for Public Service and Accenture Federal Services. “Agencies across government … Read More

For those doing business face-to-face with clients, asking for the review at multiple phases throughout a transaction may seem easier than those who never actually meet their customers. This is where automation comes into play. There's automation for email services, social media, lead generation and … Read More