Human Customer Service Still Valued By Consumers

While more and more companies may be focused on automating customer interactions (just look at Taco Bell’s new TacoBot or Kik or Facebook’s bot stores), new research from Accenture Strategy found that customers still value a human touch.

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 […]

Weekly Review: 3/11 Edition

Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

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 […]

Weekly Review: 2/26 Edition

Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

Weekly Review: 2/5 Edition

Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.

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 […]

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 […]