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 Service Must Balance Automation and Human Connection– by Stephan Delbos 

Here at OneReach we love automation, especially in ways we can help make life easier on customers. However, we understand there needs to be a balance between technology and humanization. Check out this article, guest written for our blog about finding a happy medium. 

Apple Launches iMessage Apps so Third-Party Developers Can Join Your Conversation  – by Jordan Crook 

Apple is a multinational corporation that designs, manufactures, and markets mobile communication. What if we said Apple is giving developers access to your messages?

Is it Time to Kill the App?– by Patrick Antinozzi 

People download and try out new apps all the time, but nobody wants to have 100’s of apps on their phone. 77% of app users delete an app within the first 3 days, 90% leave within 30 days, and 1 in 4 people abandon an app only after one use.

Automation, NOT Cheap Labor, is Reshaping Outsourcing– by Patrick Thibodeau 

IT service firms can no longer compete on low cost labor, Robotic Process Automation (RPA) take structured tasks and automate them. RPA is being seen as a gateway to more polished tools, asking the question: what else can we automate?

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