As banking goes digital, many young consumers would leave their bank for a tech giant
Thursday, Sep 14, 2017
Banking was once centered around the physical branch, which customers had to physically visit for deposits, withdrawals, and basically any banking activity. But with the evolution of banking to digital, is the branch even relevant any more, and will banks -- as increasingly “virtualized” digital entities -- face new challenges, for example from giants in the tech world.
Friday, Sep 1, 2017
In 2017, bots are finally becoming widely seen, though rarely successful, in commercial deployments. Brands, in droves, are implementing AI and chatbot technologies in customer care operations. This chatbot revival, however, has unfortunate shades of the “virtual agents” of the 1990s, which were by all accounts (and I used many of them) a massive disappointment, with failure rates over 90%.
Thursday, Jul 20, 2017
Customer service professionals undoubtedly deal with difficult people and situations daily. As they work to help customers solve issues, they might be met with a sincere “thank you” or what could constitute as verbal harassment.
While consumers like it, they have some lingering mistrust about its accuracy
Monday, Jul 10, 2017
Amazon’s “Prime Day” is the company’s answer to Black Friday and Cyber Monday, when Amazon offers discounts and puts items on sale that are not typically discounted. It started in 2015, and the coming Prime Day, on July 11, will be its third year of existence.
This year’s big push is for “voice commerce” — that is, getting consumers to place orders via Alexa. Amazon is offering special deals and larger savings to consumers who place orders via voice command with Alexa.
Wednesday, Jul 5, 2017
This year marked the third annual Outstanding Employee Awards (OEA), LivePerson’s peer-nominated recognition program.
Not only were award winners recognized throughout the company as top performers, but they were also sent on an amazing trip as a special “thank you” from LivePerson. Our first year, we traveled to Riviera Maya, Mexico, which was followed the next year by a trip to Barcelona, Spain. And this year, award winners from Australia, Israel, the UK, Atlanta, New York, and North Carolina headed to Costa Rica!
Tuesday, Jun 27, 2017
Traditionally, most brands’ customer service is done via phone, with a small shift in recent years towards email and live chat. These new options have allowed customer care agents to operate more efficiently, helping multiple customers at once -- as opposed to one at a time with traditional voice.