A first - consumers automate customer service!

Bots for customer service have gotten quite a bit of press in 2016. From the automated email responses of the internet boom (remember Kana?), to...

Consumer affairs strategy should include word of mouth

tldr - Customer service drives lots of word of mouth, by influential people. It can absolutely be very positive, and word of mouth plays a huge...

Top 10 Consumer Care Takeaways from SOCAP's 2017 Annual Conference

SOCAP's Annual Conference the other week once again delivered great insights - this time on Digital Consumer Care. In case you missed the...