'Digital business' shouldn't mean 'human-less' service
Automation, artificial intelligence and digital business get a lot of attention today as cutting-edge ways to improve customer service. But
Articles
Billion-dollar Chinese startup aims to create 'ecosystem of digital life'
From digital health records to real-time fitness trackers to telehealth and cognitive computing systems like IBM’s Watson, healthcare has
Are your data 'insights' really insightful? Check first
Analytics, automation and machine learning are making it possible for enterprises to target specific customer audiences with new content, products
Automated recruitment aims to help human job-seekers be heard
Despite the growing use of automation in the workplace, some jobs are still best done by real, live humans. After
'Next Economy' takes people, not just consumers, into account
Back in 2013, a pair of researchers at Oxford University crunched data about several hundred occupations to determine which were
Digital Leaders
Digital Leaders - Q&A with Mike Nuttall
Good morning and welcome to Digital Leaders; the first of our regular Q&A slots with some of the
customer service
Good service needs smart tech and basic maintenance
Companies that adopt automation and other advanced technologies can reap significant rewards — higher profits, reputation-building positive PR and more — if
WeChat's wild popularity comes down to solving problems simply
The China-based messaging app WeChat has seen phenomenal growth over its brief five-and-a-half-year history, having recently passed 700 million monthly
Is that study relevant? Ask questions, pay attention to your own experiences
As our society has become more diverse, we’ve discovered a myriad reasons to question what once seemed like rock-solid
In any demographic, customers expect 'immediacy' and human touch
It’s no wonder that a generation used to always-on, instant communication should prefer to access customer service just as
GPS
China's new mobile shoppers ripe for location-based marketing
Timing is important in marketing, but so, increasingly, is location. People served up targeted ads following a Web search at
Good customer care requires actually caring first
Think back to the best recommendations for businesses you’ve ever heard from friends and colleagues, and you’ll probably