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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp
Just Supporting Web And Mobile Chat Is A Missed Opportunity
Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...
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Report The 3D Connected Consumer In 2020
The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
Historically, internet speed and device type have defined how connected consumers are. But this representation is too simplistic today. Three dimensions — devices, platforms, and channels — now...
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Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today
Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...