It imitated social media branding used by the WA Liberal Party, and is the latest in a series of incidents which is eroding public trust in politics, according to social media expert Tama Leaver at Curtin University. Dr Leaver said the ongoing fallout from the 2016 US presidential election had …

From rise of voice-activated voice assistants to augmented or virtual reality, artificial intelligence and blockchain, the buzzword puzzle keeps growing. Technologies enable new ways to connect with consumers and to create more delightful user experiences. However, today's customer experience is … Read More

This data-driven approach to automation across every channel can embody location, preference, behavioral, attitudinal and other data important to the customer experience. – AI and machine learning are a fixture in many ESP solutions. The ability to leverage machine learning to improve offers, predict … Read More

Email service providers (EPSs) are increasingly using contextual information to provide an improved customer experience, and they are showing other signs of progress, according to The Relevancy Ring – ESP Buyer's Guide, 2018 – Enterprise Edition," a study by The Relevancy Group. The Relevancy … Read More

The project coordinator at Louvre Hotels Spain and for the Campanile brand, Camille Gil, says that this new initiative "will measure the impact of our service" in order to "retain our customers and attract new ones, always improving and creating a differential value based on the emotions created in our … …

Conversing with customers through social media should be a top priority for brands — regardless of whether the conversation is based on praise or discontent. Providing social media customer care can go a long way toward securing a customer's loyalty, according to speakers at the conference. Read More

The Maine Public Utilities Commission said it would meet Tuesday to decide whether to launch a full investigation into customer complaints about skyrocketing bills and poor service by Central Maine Power. The move follows a Feb. 27 meeting at which the agency voted to start gathering information … Read More

While much of the conversation during the week in San Diego centered on social media customer care, the technology supplementing social media was also discussed, including when to use chatbots and when to personally interact with customers. Using chatbots can help brands interact with … Read More

"New advances in AI will continue to allow businesses to add emotional intelligence to their chatbots and avatars, with cognitive computing capabilities that can derive information about users' intentions through the words they use. "AI promises a new level of collaboration between people and machines … Read More

“New advances in AI will continue to allow businesses to add emotional intelligence to their chatbots and avatars, with cognitive computing capabilities that can derive information about users' intentions through the words they use. “AI promises a new level of collaboration between people and machines … Read More