With Apple’s Siri, Amazon’s Alexa and Google Assistant slowly progressing in to our lives it was bound that Facebook will add the same to Messenger. M was intended to make Messenger more of an organization tool. In a recent Social Media Today article, it was stated that Facebook refined M in to a new assistant […]
If someone were listing costly items for businesses, band-aids would probably not appear on the list. However, after reading a recent article by Sarah Dean, “Are you Band-Aiding your Design or Customer Experience (CX)?” I believe that band-aids may be the most costly item for any business. She astutely identifies the ramifications of “band-aiding” customer […]
When Facebook first announced that users had to add the Messenger app in order for them to message each other, many users didn’t like that idea. But as the Facebook partnered with companies such as Giphy and Uber it slowly became clear where messenging apps were heading: a one stop shop similar to China’s WeChat. […]
Medium has lots to offer both new and experienced writers. #smchat looks at why.
Organizational structure is evolving more quickly than ever, as are customer expectations. As a result, it is in the best interest of organizations to connect customer-facing departments to the greatest extent possible. This provides opportunities for a cohesive customer experience strategy. When customer-facing departments do not fall under the same overarching organizational structure, they should be […]
The holidays are here, and the New Year approaches. It’s a great time to look forward, but sometimes it’s good to look back. Today we’ll look back at 2016. Many on the web and in social spaces are bemoaning 2016, but lots of good things happened for #smchat. We’ll use our chat today to amplify […]