Despite its maturity, there are still many failures in customer service in 2018. Why are these still occurring and what are the best future-proof solutions? To find out, Raconteur asked dozens of C-suite executives and senior business leaders. Here, in their own words, is what they said: … Read More

A one-stop shop for networking, mobile payments and shopping, it is a super-charged app that has huge implications for the customer service industry globally. “The number of digital natives in China is growing rapidly and they bring with them changing lifestyles and consumption patterns which are well … Read More

Helped by technology, companies that serve consumers have made great strides in customer service in recent years. Those that serve other businesses, however, have lagged. According to McKinsey, while business-to-consumer (B2C) companies enjoy an average customer service score in the 65 to … Read More

Microsoft today shared they have reached a technological breakthrough by developing a new way to allow people to have a more natural conversation with an AI-powered chatbot. The breakthrough happened in China, where the XiaoIce Microsoft chatbot can now operate in “full duplex voice sense” by … Read More

As the chatbot rapidly speeds through its adolescence, we (the humans) are dedicating ourselves to ensuring that these software brains are capable of learning. As we start to apply new layers of cognition and understanding to the chatbot's talkback response mechanisms, we can then use chatbot … Read More

Snapchat has introduced a new group chat feature that lets users make a group video call with up to 16 of their friends. For voice calls, users can include up to 32 people on one call. The new development comes alongside a new “Mentions” feature which allows you to tag …

After suing Nokia in 2017 and Facebook this year, BlackBerry has now reportedly filed a patent-infringement lawsuit against Snapchat's parent company Snap. Earlier this month, BlackBerry sued Facebook and its WhatsApp and Instagram apps, alleging that they copied technology and features from the … Read More

Snapchat has launched a new feature that lets up to 16 people take part in a live chat together, using either video or just their voices. The app's members can also start tagging each other by username, using the @ symbol in their posts. The changes will roll out over …

Obviously not all vegans are as dangerously psychopathic as the late YouTube shooter Nasim Aghdam. But it's an unfortunate fact that a significant minority are imbued with exactly that toxic mix of fanaticism, burning outrage and weapons-grade self-righteousness you find among all the most ruthless … Read More

Italian President Sergio Mattarella is opening formal consultations to see if any party or coalition can muster support to form a government after the country's inconclusive March 4 elections. Consultations open Wednesday with the parliament speakers followed by parties with the least political weight, … Read More