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Five Customer Service Bots for Facebook Messenger That Actually Work
Here are five companies delivering solid service through the emerging channel. (Featured on SmartCustomerService.com.)
Adobe Summit 2017, Day 2: 'We Are the Experience Ambassadors'
Businesses must pay attention to the role of emotion and expectations in customer experience, speakers say.
IBM Amplify 2017, Day 2: Speakers Tout the Potential of Watson
At IBM's Chairman's Address, executives urge companies to get ready for "the next era of business."
Adobe Summit 2017: Introducing Experience Cloud
The vendor announced the launch of a set of cloud services for creating exceptional customer experiences, as conference speakers stressed the importance of crafting them.
IBM Amplify 2017, Day 1: Cognitive Computing's Goal Is 'One-to-One' Customer Engagement
IBM Watson will guide businesses to understand the "full individual," speakers say.
Scouting Report: Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step
With ever-increasing demands for personalized service, contact centers need workforce management that can adjust to life's uncertainties

Viewpoints (Web Exclusives)
Integration is the name of the game, and that goes for your technology and your personnel.
Personalization without identification is just spam. Here's how to unlock rich demographic, psychographic, and behavioral identity profiles that enable true personalization.
Bigger isn't always better: Data and personnel at big companies can often be working at cross-purposes. The solution: finding smart ways to make data actionable and people accountable.
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