Monthly Archives

February 2016

business bot

Why Your Business Needs a Bot

By | Automation, Big Ideas, Customer Service, Self-Service, Texting | One Comment

Both technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the challenge organizations have as they attempt to establish and maintain competitive advantage. It is not surprising, then, that organizations of all sizes are struggling to adopt artificial intelligence and weave it into a comprehensive consumer engagement strategy.

The promise of artificial intelligence (AI) is compelling; a world where humans can interact with intelligent computers to perform tasks more efficiently. While 2016 may not be the year the promise of AI is fully realized, it is certainly the year that it becomes an integral part of  communication strategies for leading organizations. In fact, these emerging capabilities are increasingly being applied to business.

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customer service

7 Companies Whose Customer Service Makes Us Swoon

By | Customer Service, Tech Support | No Comments

Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that are doing customer service really well? What really makes them great, and what could they do to continue to stay great?

I decided to do a little research of my own to see if I could find more examples of companies with great customer service, and I wasn’t disappointed. While this is by no means an exhaustive list, here are seven companies whose customer service makes us swoon (and could be made even more “crushworthy” with a few key tweaks).

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artificial intelligence in business

Artificial Intelligence in Business: 10 Important Statistics

By | Miscellaneous | 2 Comments

Artificial intelligence is a growing trend in the business world. The IBM Watson Partner Ecosystem, for instance, allows companies to tap into the power of Watson for fields as varied as healthcare and education. In addition, the Amazon Echo Developer Network allows you to add voice functionality to connected devices and enhance Alexa’s skills.

But what impact is this shift having on business? To answer that, we turn to 10 statistics that show where the industry is heading.

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