SMS for Service: What Brands Can Learn from the Hotel Industry

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Global hotel chains are experimenting with customer support via text messaging

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Apple Gets Proactive About Customer Service on Twitter

Company debuts customer support videos for its Beats by Dre products.

Maria Minsker | Aug 21, 2015
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Customer Service Experience, Day Three: Companies Are Urged to Take Measured Approach to Omnichannel

Adding channels and technologies shouldn't be done in silos, speakers say.

Leonard Klie | Aug 20, 2015
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Customer Service Experience Speakers: Create a Service Culture, and Loyalty Will Follow

Conference attendees are reminded that the key to happy customers is happy and informed employees.

Leonard Klie | Aug 19, 2015
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At Customer Service Experience, Companies Are Challenged to Put Customers First

Speakers urge attendees to stop thinking operationally and start looking at service from the customers' perspective.

Leonard Klie | Aug 18, 2015
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[24]7 Adds Deep Neural Networks to IVR

Microsoft's DNN technology brings greater speech recognition accuracy to the [24]7 Customer Engagement Platform. (Featured on

Leonard Klie | Aug 14, 2015
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Nike Blends Marketing and Customer Service with a Little Help from Richard Sherman

The Seattle Seahawks cornerback answers customer service calls on Nike's Gear Up Day.

Maria Minsker | Jul 31, 2015
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A Look Back at United Airlines' Customer Service Snafu

What brands can learn from United's social customer service hits and misses.

Maria Minsker | Jul 24, 2015