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 Apps like WhatsApp, Facebook Messenger, iMessage and others superseded social platforms as the primary activity on smartphones in early 2015, according to research.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

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/

Customer Service And The Insurance Industry: Best Practices We All Can Learn From

https://www.forbes.com/sites/micahsolomon/2017/06/02/what-the-insurance-industry-can-teach-you-about-customer-service-and-client-focus/#3b29b5185f08

How the cloud is changing customer service