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Messaging and messaging apps are now bigger than social networks — and may have more longevity. Messaging has been around for years and even after big pushes and lots of hype earlier this year, many marketers are still on the sidelines. The IAB has jumped into the fray with a

Anyone paying any attention to consumer behavior today knows that customer desire to actually talk to companies is fading and fading fast. Gartner predicts that by the year 2020 only 10 percent of customer-company interactions will be conducted via voice. A big factor driving this shift is the preference for,

To survive, businesses need to find and engage customers. To go beyond survival and achieve success, they need to both grow an audience and retain customers over time. A post-mortem analysis of over a hundred failed companies found that the inability to identify the right market and genuinely connect with customers caused

During Microsoft’s Build Conference earlier this year, CEO Satya Nadella delivered the three-hour keynote address, in which he highlighted his belief that the future of technology lies in human language. In this new wave of technology, conversation is the new interface, and “bots are the new apps.” While not as

In the latest instalment of our yearly roundups, we’re looking back at the biggest trends in social media from 2016. From the demise of Vine to the introduction of Instagram Stories – there’s been lots going on. But what were the most important developments? Here’s some insight from several social

Date: 12/5/2016, Phoenix, Arizona The Aspect Consumer Experience Index shows 65 percent of consumers feel good when they resolve a customer service issue without a live person – up from 57 percent in 2015 70 percent of respondents prefer to use chatbots to interact with companies for simple to moderate

As more and more people use SMS and messaging apps like Facebook Messenger to interact with friends, it’s only logical that they want to interact with business that way too — and today Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in

This story was delivered to BI Intelligence Apps and Platforms Briefing subscribers. To learn more and subscribe, please click here. Google announced on Friday that it’s opening up its voice-activated Assistant to third-party developers. Initially, developers will be able to build “conversation actions” — which enable consumers to interact with a

There are now third-party bots available in Slack, Facebook Messenger, Google Sheets and elsewhere that marketers can use to get information about campaign performance and, in some cases, take action. At the Bing Ads Next event at the Microsoft campus in Redmond, WA a few weeks ago, executives spoke extensively about Microsoft’s

A lire aussi L’année 2016 a été le théâtre d’un renouveau, celui des “chatbots”, ou agents conversationnels en français. Il s’agit de services avec lesquels un utilisateur peut interagir au travers d’une interface textuelle, imitant le déroulement d’une conversation humaine. Le mouvement est porté par des géants technologiques comme WeChat,

IBM Watson Group today announced the launch of a pilot program to deploy its artificial intelligence inside Mall of America. Mall of America in Bloomington, Minn. covers 5.6 million square feet, making it the largest retail space in the U.S. The Experiential List Formulator (E.L.F.) can help guests manage their options

Living in the 21st century means you’re no longer anonymous. Whether you own a social media account or not, our connected lives tell more about us, our habits, our preferences, and our daily routes than ever before — all in return for convenience. The days of our social media intertwining with

There’s one big achievement in the game The Last Guardian that’s fairly awe-inspiring. It’s not the level design or even the gameplay, which are both compelling enough. (You can read our full coverage of the game here.) As a long-time gamer who has fond memories of playing Ico quite a

Let’s be honest, social media is a jungle. Forget about the flood of apps, integrations, and add-ons, just figuring out which network you should invest in is overwhelming. What if you could ask today’s most influential online marketers one question: “What social media tool is your all-time, desert-island, can’t-live-without favorite?”

Chatbots are all the rage these days. And it’s no surprise, as they offer a method of frictionless, natural conversation between a brand and its customers, as well as the ability to improve the customer service experience without the need to augment expensive department staffs. At this point in time,