by Jo Davies | 29 Mar, 2017 | Our blog, Social media and customer contact
By Tom Castle. The chatbot industry is growing. Chatbots are computer programmes that hold conversations with humans via either voice or text using artificial intelligence. The number of these ‘bots’ is growing at an increasing rate with bigger companies such as Apple...
by Jo Davies | 23 Oct, 2016 | Customer experience, Our blog, Social media and customer contact
What are the main changes in the FDIS compared with the previous version? This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in...
by Marcus Hickman | 18 Jun, 2013 | Channel applications, Social media and customer contact
Facebook has over 1 bn users and some organisations find that their Facebook pages receive more views than their own websites. But how typical is this? We’ve taken a look at how different brands are using Facebook to attract customers. The theory is well known:...
by Marcus Hickman | 10 Mar, 2013 | Autonomous Customer, Marcus' blog, Social media and customer contact, Thought leadership for B2B Marketing
The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...
by Marcus Hickman | 18 Jan, 2010 | Social media and customer contact
The core ethos of social media is that of creativity and originality. Communicate using your own dialogue, images, video and symbols. As a customer, if you’re unhappy about a company’s service, then make a song or even post a cartoon, but don’t be...