Beware the Over-Reliance on Automation in Customer Service

We’ve seen the major technology companies like Google, Apple, and Microsoft invest hundreds of billions of dollars into developing machine-learning software to improve everything from the photos we take with our smartphones to how personal assistants transcribe text-to-speech. There’s also been a mad scramble for across all industries to adopt…
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Communication Channels and the Customer Experience

A business’s ability to communicate with its customers is critical for its long-term survival. Sales, services, and support all rely on communication, otherwise we might as well all shop from mail-order catalogs. For decades, the two primary channels for doing so were either in-person or were over-the-phone. But since the…
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