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Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.
The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element?
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.
Here are a whole bunch of case studies and use cases, as a complete primer for AI in our industry.
Ecommerce is becoming the fuel that powers the retail industry.
The US Department of Commerce actually attributed most of the retail industry's growth to ecommerce, saying that it was the driving force when automobile and gas purchases weren't factored into the equation.
Only 1% of consumers trust advertisers to look after their data, yet 27% would be prepared to sell their data and 41% of those believe their data is worth more than £500 per year.
This is according to our new report, Value Exchange from Data Exchange, produced in partnership with Acxiom.
Last week, Facebook revealed it is now home to 50m active business Pages.
So it's no surprise that the world's largest social network is working to make itself more business-friendly.
In August, Facebook unveiled messaging functionality for Pages to facilitate communication between users and businesses. A month later, it released updates, such as prominent call-to-action buttons, designed to improve the productivity of Pages for business use cases.
Amazon is one of the largest companies in the world and retailers can certainly learn a thing or two from the ecommerce giant.
Every once in a while, a company completely changes the way businesses and consumers think. Ford changed the way we look at cars, Apple changed the way we look at computers and Amazon changed the way we shop.
Customer experience has been a top priority for marketers over the last 12 months.
The average consumer has become increasingly digitally-savvy and expects more than ever from brands online.
This has led to new roles and teams being developed that are devoted to managing and optimising the customer experience (CX).
It doesn’t take much to deescalate a situation, just a simple, honest admission of guilt and a heartfelt apology.
There is an art to it though and occasionally it will take more than “I’m sorry” to set something right, but in the recent few weeks I’ve received various communications with companies, many of which unsolicited, that have restored my faith in the world of online customer service.
Let’s take a look at a few examples and discuss how these emails and tweets have mastered the art of apologising.
Giving away products for free is far from sustainable, but then again there's a time and a place for everything.
When retailers increase their prices, they run the risk of losing customers. But it doesn't have to be that way.
Many retailers make the mistake of making their prices the biggest point of differentiation.
Here's how they can change that.
Providing a great customer experience (CX) is impossible if you’re not implementing excellent and measurable customer service across every channel on which your customers can be found.
It used to be that a consumer would only come into contact with a single customer service representative in person or on the phone. The overall CX would succeed or fail based on that single interaction, which is a lot of pressure, not just for the agent, but for the entire company.