Browsing All Posts filed under »Uncategorized«

Customer Service and AI – Across Generations

August 16, 2017 by

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A recent post, “The Future of AI (Artificial Intelligence) in Customer Service,” partially serves as the inspiration for the August 16th #SMChat. The other part stems from a consideration of how the various generations in my family prefer to receive service. My grandmother, who is celebrating her 80th birthday today, (Happy Birthday Grandma! She will […]

Apple imagines possible AR glasses

July 30, 2017 by

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The Google Glass flopped harder than the company expected and Snap's  Spectacles didn't see, to garner much interest, especially from those that I use Snap chat often. It makes me wonder if people actually want technology on their face for daily use. Using temporary VR sets are pretty cool especially with entering a world for […]

Facebook launches AI capabilities on Messenger

July 30, 2017 by

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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 […]

Good Customer Experience Requires More Than a Quick Fix

March 15, 2017 by

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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 […]

Messaging apps continue to evolve

February 25, 2017 by

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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: The Writer’s Sandbox (the 1st entry in our monthly #smchat #contentseries)

February 21, 2017 by

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Medium has lots to offer both new and experienced writers. #smchat looks at why.

Evolution at the Speed of Business

February 15, 2017 by

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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 […]