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  • 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.
  • 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.  Messaging
  • Thursday, May 25, 2017
    LivePerson recently conducted a survey to uncover what consumers wanted from their preferred airlines in terms of customer service communications. After surveying 1,200 US-based consumers age 18+ who travel four or more times a year, we found that messaging plays a key role in increasing the overall satisfaction consumers feel with their preferred airlines.
  • Tuesday, May 9, 2017
    When you’re trying to get in touch with a friend to make plans, how do you do it? E-mail, text, Facebook? What you probably don’t do nowadays is call them. Why, then, are we still forced to communicate with brands through an 800 number? At one time, call centers were the only interactive connection between consumers and brands, aside from the in-store experience, and often, in-store sales associates would not have the resources to solve customer issues.
  • Monday, Apr 24, 2017
    Since the creation of the concept of robots, they have usually been imagined as humanoid creatures, modeled after our own appearance: head, torso, arms, legs and, so on. Even though there’s no good reason why robots should have those things, people tend to imagine the future by taking a facsimile of what we know today and projecting something very similar in the future, with an added twist of Future-ness.
  • Wednesday, Apr 12, 2017
    Bradford Cross, a founding partner at machine learning and big data venture capital fund DCVC, wrote an interesting post on his blog about the impending end to today’s bots hype period, including one section called “Bots Go Bust.” He is right in the sense that hopes for bots will soon crash to Earth, the f

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