Tweet.
As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast, one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. A Tweet has become so much a part of communication in certain cultures and how they interact with the world that it is not just a noun: It’s a very powerful verb. And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion.
I just returned from the excellent Conversational Commerce Conference. It’s not a big event (just one track over two days), but it is very focused. I heard two excellent success stories on recent bot deployments. I think I need to revise downward my bot-skepticism a bit.
The global market has become a battle ground where brands fight to win consumers. From new entrants to established business houses and online giants, every organization is vying for a customer’s attention and his business. So, the consumer’s perception of a brand becomes vital to its survival, growth and success. Brand perception also translates into customer experience (CX).
We got a lot of feedback on last week’s 
Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. Despite these advancements, the human element still rules as the best way to deliver efficient customer support. Human agents make informed judgments and offer personability, both highly desired traits in the CS ecology. In fact, the success of new support technologies is ultimately based on how efficiently they are able to assist humans working on the front lines.
He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” 
You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week.
Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our 
