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It’s that time of year again when we reflect on the past, like my colleague Will Cousins did with his recent 2014 in review post, and we look forward with anticipation to a new year. In my reflections on the 2014 Nuance Customer Experience Summit in...

Ok. By now you’ve probably come across terms like virtual assistants, intelligent virtual assistant, virtual agents, VAs, online avatars, etc. Don’t panic! We understand your confusion. But you should know that all those terms pretty much...

In what ways is technology changing marketing today? In every way. I can’t think of an area in marketing that technology hasn’t changed in some way. From research to social media to everything in between, technology is omnipresent and essential to today...

The way people approach travel is changing. From initial research, to booking, to the actual experience, people prefer less face-to-face interaction than ever before, and are instead moving toward an all-digital experience. Additionally, travel agents...

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 11 Reasons Why Customer Advocacy is...