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Most people have a common problem – they don’t have enough important conversations. But it’s not because they need more tools for creative problem-solving conversations – they need more time.
You Don’t Need An App for That
In July of 2013 Toby Shapshak, the South African speaker, strategist and editor of Stuff Magazine, did a TED talk called You Don’t Need An App For That. Business leaders, innovators and experience designers would soon realize how profound this TED talk was to the rest of the world. Shapshak’s astute observations and message to […]
Sharing the Love: Amy Krouse Rosenthal and the Emerging Connection between Author and Reader
Throughout much of history, authors have maintained a distance from readers, their experiences separated by both time and place. As novelist Paolo Coelho noted, writing is “a solitary experience.” The work of the author was often created in isolation—seemingly forged in the rarified air of their literary mountain before being handed down to the waiting […]
Weekly Review: 07/10
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Weekly Review: 06/19
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Why Digital Customer Service must Balance Automation & Human Connection
This guest post is written by Stephan Delbos, Editor & Content Manager at Brand Embassy. The hype surrounding Facebook’s chatbot announcement made it seem like some people were envisioning a Transformers-like takeover of customer service by bots. The introduction of chatbots into digital customer service is great because bots are fast and very efficient. But humans still […]
How to Write Automated Texts That Sound Human
This post is co-written with Leslie O’Flahavan of E-WRITE. If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated. They understand that sometimes texts from your company were sent by an automated system and that you don’t actually have a human […]
5 Reasons Why Your Customer Service Should Include Chatbots
It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots.
Why Texting Is Great for Medical Appointment Reminders and Medication Adherence
I recently got an appointment reminder from my eye doctor asking me to confirm my appointment over text messaging (see below).
The Perfect Tool(s) for Joining the SMS Bot Gold Rush
Through the history of the Internet, we’ve seen a bots of all flavors (scrapers, viruses, worms), all often giving bots a bad name. They’re small bits of code that can carry out a host of malicious actions–stealing web content, screwing up web analytics, and encouraging click fraud. This all sounds pretty dire, but more recently, […]