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Blog Entry
Look for the Helpers: Technology's Role in Keeping Us Connected in Times of Crisis

In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...


Blog Entry
Level Up Your Customer Experience With AI

In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution...


Blog Entry
Artificial Intelligence and the “Creepy Factor”

Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...