Will Chatbots Solve Customer Service?

Comcast received a lot of praise at one time for being an early adopter of Twitter for customer service. Really, people said nice things about the company. Look it up. If you took to Twitter, you could get “escalated” help. Otherwise? Good luck. We talk a...

Six for 2016

It’s a new year (happy new year!), and I’m not going to start by talking about trends. Instead, I’m going to talk about goals and expectations. This isn’t about deep thoughts — or trite inspirational quotes. I’m not a maker of new...