What Does it Mean for Commerce to be Conversational?
I just returned from the excellent Conversational Commerce Conference. It’s not a...
Customer Service Blog
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CX Trends You Need to Watch in 2018 [White Paper]
2018 is game time. It’s time to look at your customers...
What’s the Ceiling on Self-Service?
Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer...
Apple’s Chat Has Golden Moment to Dominate Customer Service
Apple announced “Business Chat” in June, staking a claim to a vital...
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4 Contact Center Reports to Start Off Your Year
It’s going to be a big year in the world of contact...
Chatbots Won’t Save Us from IVR Hell
The IVR experience (“press 1 for this… press 2 for that…”) has...
5 Brands that Are Successfully Using Chatbots
Ok, let’s face it; the age of robots is now. As businesses...
Facebook Are Offering a Chat Platform. What’s the Catch?
The “chat” style of communication, where two parties type text back-and-forth, is...