OneReach Helps Bid Farewell to Dos Equis’ Most Interesting Man in the World

The Most Interesting Man in the World is no longer on this world.

That’s right—Dos Equis’ international man of many talents (portrayed by Jonathan Goldsmith) has taken a one-way trip to Mars. The brand now embarks on their own journey to replace the meme-inspiring icon.

To help fans say goodbye, Dos Equis teamed up with OneReach to design an IVR answering any questions fans might have.

Continue reading OneReach Helps Bid Farewell to Dos Equis’ Most Interesting Man in the World

Conversational Commerce: What This Buzzword Means for Business

Think about the last time you did business with someone. There was mostly likely an exchange of information (name, address, etc.) or an exchange of goods (your credit card number in exchange for the latest Adele album).

More likely than not, this exchange took place via a form, where you filled out fields in a very straightforward manner (name, email, phone, etc.). But what if this interaction could be more natural, more conversational?

It turns out it can, and it’s called “conversational commerce.”

Continue reading Conversational Commerce: What This Buzzword Means for Business

Chipotle’s Text for Burritos Campaign Doesn’t Quite Go As Planned

On Monday, Chipotle chains nationwide shut down their stores during the lunch hour to address the company’s recent health concerns. But, in an effort to make up for the company’s lost time, Chipotle offered what most people will never turn down–free food.

Continue reading Chipotle’s Text for Burritos Campaign Doesn’t Quite Go As Planned

Artificial Intelligence in Business: 10 Important Statistics

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.

Continue reading Artificial Intelligence in Business: 10 Important Statistics

Contact Center Metrics That Matter with Roy Atkinson

Two weeks ago, I had the pleasure of meeting Roy Atkinson, a senior writer and analyst for HDI and an all around customer service advocate. I had interviewed him for our 2015 customer service influencers report, but I was fortunate enough to be able to drive up to meet him in person and hear his presentation on metrics in the contact center.

I got a great education on contact center metrics during the presentation, and, with Roy’s blessing, I hope to pass some of those teachings onto you.

Continue reading Contact Center Metrics That Matter with Roy Atkinson