Customer Service news and archive

What AI is not going to fix for you in retail

It feels like everyone, everywhere is talking about AI. What it will change, how fast it will move, and how it might solve some of the biggest challenges businesses face today. It’s being positioned as the answer to everything from inefficiency to innovation. There is far less conversation about the other side of that coin: what AI is not going...

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Retail

Retailers can expect 75 percent more social media messages this holiday season

‘Tis the season to be bombarded with social media messages. As social media becomes consumers’ favorite way to communicate with their favorite brands and platforms do their best to become shopping channels in their own right, retailers can expect a boom in the number of customers contacting them via social networks this holiday season. That’s...

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Business

Marks & Spencer automates customer service, moves switchboard employees to stores

After partnering up with Microsoft to incorporate artificial intelligence in its business and setting up a retail data academy to step up its employees’ “data literacy”, Marks & Spencer has taken one more step towards becoming a more digital-savvy retailer. This time, it has joined forces with cloud communications platform Twilio to adopt a...