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Tech philosopher Alex Wolf on designing harmonious technology

Intercom, Inc.

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

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New York Times Op-Ed Mentions Containment Rate

Fonolo

So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Voice-Powered Technology (VPT). Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go.

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New Technology Dramatically Helps CX

Beyond Philosophy

Race Through New York With Jimmy Fallon instead has a “virtual line.” If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on. Outrageous! Hotels Keep on Charging! Follow Colin Shaw on Twitter @ColinShaw_CX.

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How Technology Can Help Humanize Customer Support

TeamSupport

Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Technology is making an increasingly significant contribution to customer service. High Touch Technology. Enhanced Customer Support.

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What the evolution of cities can teach us about building platforms

Intercom, Inc.

But what do we know about building technological platforms? We may have just such a genetic cousin in a “technology” that has been around for several thousand years and is continuing to evolve and grow – the city. At first glance a city might seem very different from a technological platform.

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ENGINEER, CAN YOU HEAR THE CUSTOMER HEARTBEAT?

Futurelab

The company was, after all, known for their cutting-edge technologies devised through blue-sky research. A top practice in New York installed the machine and gave DVDs with scans to the expecting mothers. What do these consultants know about engineering anyway? Instead of selling to doctors, they appealed to patients.

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Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology. It is time to lose the fear of facial recognition technology.

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