For good customer experience, basics first -- not tech -- are essential
What does it take to turn an organization around from poor customer service to good… or at least better? Digital
Could virtual reality bring about real customer service improvements?
News stories about virtual-reality technologies often tend to focus on gaming and entertainment applications… and there’s no question the
'Digital business' shouldn't mean 'human-less' service
Automation, artificial intelligence and digital business get a lot of attention today as cutting-edge ways to improve customer service. But
Billion-dollar Chinese startup aims to create 'ecosystem of digital life'
From digital health records to real-time fitness trackers to telehealth and cognitive computing systems like IBM’s Watson, healthcare has
Are your data 'insights' really insightful? Check first
Analytics, automation and machine learning are making it possible for enterprises to target specific customer audiences with new content, products
Automated recruitment aims to help human job-seekers be heard
Despite the growing use of automation in the workplace, some jobs are still best done by real, live humans. After
'Next Economy' takes people, not just consumers, into account
Back in 2013, a pair of researchers at Oxford University crunched data about several hundred occupations to determine which were
Digital Leaders - Q&A with Mike Nuttall
Good morning and welcome to Digital Leaders; the first of our regular Q&A slots with some of the
Good service needs smart tech and basic maintenance
Companies that adopt automation and other advanced technologies can reap significant rewards — higher profits, reputation-building positive PR and more — if
WeChat's wild popularity comes down to solving problems simply
The China-based messaging app WeChat has seen phenomenal growth over its brief five-and-a-half-year history, having recently passed 700 million monthly
