Customer experience is an integral part of your brand’s success, and we’re surrounded by examples that demonstrate how it can make or break a company.
Before investing in an automation platform that can do it all, think about whether an automated platform should do it all.
As marketplaces become more crowded and competitive, companies will need to look for every advantage to remain relevant and appealing. AI plays a big part in that.
Acquiring new customers may seem like the Holy Grail for most businesses. New customers can be most important for startups with tight budgets. When funds are limited, it’s understandable that you may believe only new customers will boost revenue as quickly as by increasing the customer base. The mistake that some businesses make is staying […]
Businesses are always growing and changing because of technology. This is happening in many important ways that you should know about so that your business can keep up, remaining both competitive and innovative regardless of your company’s size. Improved Access to Information and Data With Microsoft Office, it’s easy to create and edit any documents […]
Why is it that customer service never seems to get any innovation attention? For decades, providing great customer service has been a constant challenge and expense, yet relatively few technologies exist to ease the difficulty or cost. Sales and marketing see new software arrive every year, yet customer support has scarcely changed in the last […]
Barely half of consumers trust for-profit companies to do the right thing. More than three-quarters of them, however, look to those same firms as sources of social progress. Those seemingly contradictory findings come from Edelman’s latest Trust Barometer. Published this past January, the study shows 56 percent of American adults trust the business community. But […]
Tech is a difficult — and fickle — beast to manage these days. Many companies are focused on building something flashy or rendering their competitors obsolete. That’s great in terms of elevating competition and pushing the industry as a whole toward innovation. As long as brands are in the business of getting press, something new […]
Creating a high-quality product is just one part of building a profitable business. The reality is that a myopic focus on product development can ultimately prevent you from achieving your business goals. Unfortunately, this notion is one that many growing companies don’t understand until it’s too late. For most companies — and all early-stage startups […]
In the last year, the eCommerce industry has expanded by over 25 percent, and this boom is projected to continue. With such a wealth of eCommerce businesses, and competition set to become even more fierce, staying visible and relevant has never been such a challenge for online retailers. The advent of artificial intelligence (AI) has […]
What would you guess is the world’s most in-demand field? Healthcare? Data science? Accounting? Believe it or not, it’s customer success. According to LinkedIn data, the ratio of jobs to current workers is 32.5 percent for customer success managers. For perspective, that ratio is 31 percent for data scientists and barely 1 percent for mature […]
E-commerce is experiencing massive growth year after year, shattering records while doing so. There was a time when brick-and-mortar stores were not merely profitable, but also highly influential. Take, for example, Sears. If there were ever a legacy brand that defined American capitalism, it would have been this one. First opened in 1892, Sears […]
There has been a lot of progress within the customer interaction space. This includes both in the skill sets for customer service personnel, and in the development of chatbots that mimic human conversations. The chatbots are built upon artificial intelligence technologies. Massive paradigm shifts have already occurred in how customers interact with businesses, and now chatbots […]
No matter what industry you’re in, staying profitable is always a priority. Reducing overhead costs is vital to this goal, and most advice for doing so these days involves technology. But investing in new tech can seem like a luxury that companies only engage in when they have capital to burn. In today’s technology-centric landscape, […]
Product and price have been the foundational differentiators in retail for decades. However, in a world plagued with ever-evolving consumer expectations and innovative new competitors, relying on these differentiators is no longer giving brands the competitive advantage they need to thrive among the fierce competition. It’s easier than ever for consumers to perform price comparisons […]
A few weeks ago, Google presented a demo of a new AI system called Duplex. Duplex is an extension of Google Assistant that has the ability to communicate eerily like a human being. Listening to the recordings, there were times I wasn’t quite sure which speaker was human and which was a computer. Of course, robotic […]
Why are there no good bots? This is a question I get asked on a regular basis. Probably on average of about twice a week. What are you defining as “good”? If you’re defining “good” as some magical creation that enables you to have a conversation with a machine, and makes it feel like you […]
Engagement: You’re doing it wrong.
Hire smartly and automate what you can.
Customer service at scale is hard. Here’s how to do it.