viernes, 9 de junio de 2017
jueves, 8 de junio de 2017
How Restaurants and Technology Are Coming Together
Tech is changing the nature of service at restaurants across the country.
https://www.fool.com/investing/2017/05/28/how-restaurants-and-technology-are-coming-together.aspxChanging the rules of engagement: How automation is shaping the future of customer service
New technology, automation and new ways of communicating – particularly through social media – have revolutionised the customer service landscape.
http://realbusiness.co.uk/tech-and-innovation/2017/05/18/changing-the-rules-of-engagement-how-automation-is-shaping-the-future-of-customer-service/
http://realbusiness.co.uk/tech-and-innovation/2017/05/18/changing-the-rules-of-engagement-how-automation-is-shaping-the-future-of-customer-service/
Delta to test facial-recognition tech on new self-service bag drop
A new-age technology that would identify passengers by scanning their faces is set for a test this summer at a major U.S. airport.
Delta will use facial-recognition technology as it tests new self-service bag drop stations at its second-busiest hub in Minnesota.
The face-scanning station, which Delta says would be the first biometric-based bag drop system in the United States, would attempt to verify fliers’ identities by matching faces to their passport photos when they check bags at the self-service belt.
If successful, passengers using biometric-enabled self-check-in and the self-service bag drops could proceed to security all without interacting with a Delta agent.
Gareth Joyce, Delta’s SVP - Airport Customer Service and Cargo, called the $600,000 initiative "the next step in curating an airport experience that integrates thoughtful innovation from start to finish."
https://www.usatoday.com/story/travel/flights/todayinthesky/2017/05/15/delta-test-facial-recognition-tech-new-self-service-bag-drops/101703956/
Delta will use facial-recognition technology as it tests new self-service bag drop stations at its second-busiest hub in Minnesota.
The face-scanning station, which Delta says would be the first biometric-based bag drop system in the United States, would attempt to verify fliers’ identities by matching faces to their passport photos when they check bags at the self-service belt.
If successful, passengers using biometric-enabled self-check-in and the self-service bag drops could proceed to security all without interacting with a Delta agent.
Gareth Joyce, Delta’s SVP - Airport Customer Service and Cargo, called the $600,000 initiative "the next step in curating an airport experience that integrates thoughtful innovation from start to finish."
https://www.usatoday.com/story/travel/flights/todayinthesky/2017/05/15/delta-test-facial-recognition-tech-new-self-service-bag-drops/101703956/
Twitter pushes into customer service – can it prove to be successful?
http://www.itproportal.com/features/twitter-pushes-into-customer-service-can-it-prove-to-be-successful/
Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service
miércoles, 7 de junio de 2017
How to Choose the Best Customer Care Technology
http://multichannelmerchant.com/blog/how-to-choose-the-best-customer-care-technology/
When it comes to technology, change is constant and rapid. However, while consumers adopt new gadgets, platforms, and services quickly, why do established brands scramble to keep up?
With fast consumer adoption comes rapidly growing consumer expectations, and greater punishment for companies that lag behind. Take Twitter as one recent example. In 2007, the platform tipped into the mainstream, but brands wouldn’t join consumers there for two more years, realizing that they could either let consumers complain publicly about them, or show up and deliver service. By today’s standards, early attempts were rough at best, and brands had a steep learning curve to developing robust — and profitable — social media strategies.
The next frontier after social media is messaging. Apps like WhatsApp, Facebook Messenger, iMessage and others superseded social platforms as the primary activity on smartphones in early 2015, according to research.
Point-Of-Sale Technology Heads Back To The Future
By Mark Shutt, Principal and Chuck Winter, Technology Leader at North Highland
Customer experience is constantly being redefined. It is informed by technology, customer data, popular trends and fads, among other factors. Unfortunately, all too often a customer’s experience is defined by how the business wants them to engage within their store and does not match the consumer’s preferences. This is most evident in point-of-sale (POS) interactions.Screenshot 2017 05 23 11.27.43
To understand today’s POS ecosystem we need to understand how retailers managed purchasing interactions in the past. The original cash register was a cigar box with the sole function of holding cash (and hopefully keeping it dry). Over the decades there were various iterations of this simple concept with the main innovation being the addition of functionality to add up numbers to track each sale and calculate any change to be tendered. Fast forward to the 1980s and additional features were added including credit card systems, price look up, inventory counts, coupon printers and customer loyalty programs. As we forge ahead into 2017, a decomposing of multi-purpose POS technology to support omni-channel commerce is taking place with some capabilities of this shift reflected in a return to the simple sales transaction functions found at the register of yesteryear. For customers, this holds the potential to encourage easier commerce exchange and for the retailer, complexity into the technology needed to create an improved customer experience.
https://pointofsale.com/On-Managing/Point-of-Sale-Technology-Heads-Back-to-the-Future.html
Customer experience is constantly being redefined. It is informed by technology, customer data, popular trends and fads, among other factors. Unfortunately, all too often a customer’s experience is defined by how the business wants them to engage within their store and does not match the consumer’s preferences. This is most evident in point-of-sale (POS) interactions.Screenshot 2017 05 23 11.27.43
To understand today’s POS ecosystem we need to understand how retailers managed purchasing interactions in the past. The original cash register was a cigar box with the sole function of holding cash (and hopefully keeping it dry). Over the decades there were various iterations of this simple concept with the main innovation being the addition of functionality to add up numbers to track each sale and calculate any change to be tendered. Fast forward to the 1980s and additional features were added including credit card systems, price look up, inventory counts, coupon printers and customer loyalty programs. As we forge ahead into 2017, a decomposing of multi-purpose POS technology to support omni-channel commerce is taking place with some capabilities of this shift reflected in a return to the simple sales transaction functions found at the register of yesteryear. For customers, this holds the potential to encourage easier commerce exchange and for the retailer, complexity into the technology needed to create an improved customer experience.
https://pointofsale.com/On-Managing/Point-of-Sale-Technology-Heads-Back-to-the-Future.html
Chatbots and Customer Service Augment the Future of Banking
With more than 50 percent of financial services companies working on a chatbot project, mobile banking leaders should be following the latest developments in this technology. Chatbots have officially reached buzzword status in Silicon Valley, as investment is pouring in to create a new generation of AI that can generate its own conversations.
What’s driving the growth? A big step up in performance. What does it mean it all mean for you? It’s never been more important to stay on top of this rapidly changing business and technology development so that innovators and decision-makers can make their business a part of the next generation of banking.
https://insights.samsung.com/2017/05/17/chatbots-and-customer-service-augment-the-future-of-banking/
What’s driving the growth? A big step up in performance. What does it mean it all mean for you? It’s never been more important to stay on top of this rapidly changing business and technology development so that innovators and decision-makers can make their business a part of the next generation of banking.
https://insights.samsung.com/2017/05/17/chatbots-and-customer-service-augment-the-future-of-banking/
martes, 6 de junio de 2017
5 innovative ways to improve your retail business
https://thenextweb.com/contributors/2017/05/15/5-innovative-ways-improve-retail-business-technology/#.tnw_kdrUdkAO
Retail and e-commerce is one of the most competitive industries. Besides some of the more major players such as eBay, Amazon, Walmart, and Target, thousands of smaller eCommerce products have flooded the market. In order to stand out among your competitors, win more customers, and, as a result, increase your revenue, you should keep an eye on the latest technological advancements.
By adopting new technologies within your retail business, you will be able to grow your sales, increase brand awareness and customer loyalty, and improve your customer service. This is only the tip of the iceberg. Technological innovations are at the core of any future-ready, successful business.
Based on our hands-on experience and vast domain knowledge, the following innovative tools and solutions have proven to be the most beneficial in retail.
Consumers prefer chatting with customer service bots for simple tasks, new research finds
89% of global consumers rate their overall perception of bots as "positive" or "neutral"
http://www.prnewswire.com/news-releases/consumers-prefer-chatting-with-customer-service-bots-for-simple-tasks-new-research-finds-300456751.html
http://www.prnewswire.com/news-releases/consumers-prefer-chatting-with-customer-service-bots-for-simple-tasks-new-research-finds-300456751.html
Apple Is Bringing Its Popular Messaging App to Businesses
http://fortune.com/2017/06/07/apple-businesses-imessage/
Apple could be following in the footsteps of Facebook, bringing business conversations to its popular mobile messaging app, iMessage.
According to a page set up on Apple's developer portal, the company is offering a new tool for businesses to connect with customers directly from iMessage. The new feature, first spotted by TechCrunch, is meant to let businesses chat with customers, provide answers to questions, and complete other customer service requests. Apple also said that businesses can charge customers for services and products using iMessage, possibly using Apple's mobile payments wallet, Apple Pay, to complete transactions.
The Cupertino-based company said it would be revealing more details about the new service during its annual developer conference, WWDC, which is taking place this week in San Jose.
Apple could be following in the footsteps of Facebook, bringing business conversations to its popular mobile messaging app, iMessage.
According to a page set up on Apple's developer portal, the company is offering a new tool for businesses to connect with customers directly from iMessage. The new feature, first spotted by TechCrunch, is meant to let businesses chat with customers, provide answers to questions, and complete other customer service requests. Apple also said that businesses can charge customers for services and products using iMessage, possibly using Apple's mobile payments wallet, Apple Pay, to complete transactions.
The Cupertino-based company said it would be revealing more details about the new service during its annual developer conference, WWDC, which is taking place this week in San Jose.
Westpac looks to bots after customer service upgrade
http://www.afr.com/technology/westpac-looks-to-bots-after-customer-service-upgrade-20170604-gwk977
Westpac has completed a multimillion-dollar upgrade of its customer service platforms, designed to let it follow inquiries across devices and begin to experiment with smart bots to handle some tasks instead of people.
The upgrade means the bank can better handle an estimated 65 million customer interactions each year, and it is hoped this will eliminate the bane of customers' existence; explaining a problem from scratch each time they call up or change channels.
lunes, 5 de junio de 2017
Mobile Payment Options Should Drive Growth For McDonald's, Burger King
As the restaurant industry struggles to grow revenues amidst a challenging environment, brand differentiation is likely to be the key factor to drive revenues in the future. Menu innovation and better customer service via digital platforms are the two key areas where quick service restaurants are looking to distinguish themselves from other players. While Starbucks and Dunkin’ Brands already have successful mobile order and pay systems, fast food companies such as McDonald’s and Burger King – owned by Restaurant Brands International (NYSE: QSR) — are in the process of launching their digital ordering platforms this year. Burger King is likely to roll out this system in the next few months, ahead of McDonald’s expected year-end launch, giving it a first mover’s advantage. An efficient model can give Burger King an edge for the few months when McDonald’s does not have its digital platform rolled out. Shorter queues and wait times could help attract customers, though food quality and menu are likely to be the key driving factors in the long term.
https://www.forbes.com/sites/greatspeculations/2017/05/15/mobile-payment-options-should-drive-growth-for-mcdonalds-burger-king/#1b50b0854280
https://www.forbes.com/sites/greatspeculations/2017/05/15/mobile-payment-options-should-drive-growth-for-mcdonalds-burger-king/#1b50b0854280
Orderbot Joins the Shopify Plus Technology Partner Program
Orderbot, the omnichannel order management and retail operations system for ecommerce and wholesale companies, is now a strategic partner of Shopify Plus. Through a pre-built integration, Shopify Plus merchants have access to Orderbot’s pioneering cloud-based platform, which improves customer satisfaction and manages back-end operations all in one place.
“We’re delighted to welcome Orderbot to the Shopify Plus Technology Partner Program,” said Jamie Sutton, Head of Technology Partnerships of Shopify Plus. “Orderbot’s best-in-class solution and their ability to support the growth of our Shopify Plus merchants is why we selected them to offer their streamlined order management process to customers on Shopify Plus.”
How Machine Learning Will Change the Concept of Customer Service
For every service based business, the customer is always treated as the bread and butter for your business. Entertaining your customer with top level satisfaction, all day assistance is your sole responsibility to amplify your business.
But today, with the introduction of machine learning, the concept of using manpower to entertain your customers has declined. Every established business are using the chatbots to serve their customers with the best ever responses without any delay.
http://customerthink.com/how-machine-learning-will-change-the-concept-of-customer-service/
Does Technology Make Customer Care More Or Less Human?
https://www.forbes.com/sites/baldwincunningham/2016/04/11/does-technology-make-customer-care-more-or-less-human/#658579671f75
In the video above, AKQA’s Ben Jones makes the argument that technology should give brands the ability to get closer to their customers and provide them deeper, more human service, but that often it is the opposite that happens. Instead of talking to a person, consumers end up talking to a website.
So, how did we get here?
Social media and service
In the early years of Facebook and Twitter, it quickly became clear to brands that social media was creating a totally new relationship between companies and their customers.
In the video above, AKQA’s Ben Jones makes the argument that technology should give brands the ability to get closer to their customers and provide them deeper, more human service, but that often it is the opposite that happens. Instead of talking to a person, consumers end up talking to a website.
So, how did we get here?
Social media and service
In the early years of Facebook and Twitter, it quickly became clear to brands that social media was creating a totally new relationship between companies and their customers.
viernes, 2 de junio de 2017
Should doctors use WhatsApp to bypass archaic NHS tech?
Being able to seek advice on patient care is invaluable but I worry about how to keep sensitive information confidential.
It’s Thursday night, and as I gear myself up for yet another round of night shifts a message flashes across my phone screen – it’s a group of colleagues on WhatsApp. They’re discussing an anonymised foetal cardiac tracing, recorded during the course of a birth, and sharing thoughts on the interpretation and appropriate management. I’m amazed and grateful for these kinds of learning opportunities and they’re a testament to just how far technology has developed over the last 10 years. The ability to share and discuss a patient’s clinical case helps doctors to seek advice at crucial moments. The opportunities for learning are endless.
It’s Thursday night, and as I gear myself up for yet another round of night shifts a message flashes across my phone screen – it’s a group of colleagues on WhatsApp. They’re discussing an anonymised foetal cardiac tracing, recorded during the course of a birth, and sharing thoughts on the interpretation and appropriate management. I’m amazed and grateful for these kinds of learning opportunities and they’re a testament to just how far technology has developed over the last 10 years. The ability to share and discuss a patient’s clinical case helps doctors to seek advice at crucial moments. The opportunities for learning are endless.
HIGH TECH INNOVATIONS IN THE PHARMACY
Technology is quickly transforming the pharmacy and helping pharmacists enhance operational efficiency, provide better customer service and improve patient outcomes. Advances in automation, data analytics and improved diagnostics are beginning to yield significant benefits.
High tech on the high seas: Carnival cruises' smart makeover
Carnival is not alone in its experiment with bringing more tech on board its ships, with competitors like Royal Caribbean boasting of a "smart concierge" and MSC integrating virtual reality experiences into its cruises.
This is a big leap for an industry in which the most luxurious cruise lines like Crystal or Regent Seven Seas haven't felt the need to upgrade because "their focus is very much on personal service," said Sue Bryant, cruise editor at The Sunday Times.
Carnival is hoping that more personal service is exactly what the Medallion project will enable.
To see what it takes to transform a cruise ship into what is effectively a massive, seaborne smart home, I traveled to Hamburg in the north of Germany to view the final touches to the upgrade.
jueves, 1 de junio de 2017
Chatbots and Customer Service Augment the Future of Banking
With more than 50 percent of financial services companies working on a chatbot project, mobile banking leaders should be following the latest developments in this technology. Chatbots have officially reached buzzword status in Silicon Valley, as investment is pouring in to create a new generation of AI that can generate its own conversations.
What’s driving the growth? A big step up in performance. What does it mean it all mean for you? It’s never been more important to stay on top of this rapidly changing business and technology development so that innovators and decision-makers can make their business a part of the next generation of banking.
It Takes More Than Tech to Give Your Customers the Support They Deserve
There’s an abundance of technology solutions available to help companies streamline their customer support programs. However, technology will only get them so far in their quest to build an effective customer engagement management strategy. This may sound surprising coming from someone who works at a cloud contact center solutions company, but there is no denying that there is a lot more that goes into providing great customer service. The key is to ensure world-class operational processes, accompanied by investments made in world-class software. Here are a few operational best practices to consider:
How Machine Learning Will Change the Concept of Customer Service
For every service based business, the customer is always treated as the bread and butter for your business. Entertaining your customer with top level satisfaction, all day assistance is your sole responsibility to amplify your business.
But today, with the introduction of machine learning, the concept of using manpower to entertain your customers has declined. Every established business are using the chatbots to serve their customers with the best ever responses without any delay.
If you consider the top entrepreneur tips, you will find the following factors that help you find the importance of machine learning in growing your business.
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