How brands can preserve customer ‘digital patience’ By Sam Richardson To earn customer trust and respect, anticipate frustration and design for reassurance.
Five steps to consider when rolling out WhatsApp for Business By Sam Richardson With lines blurring between personal and professional WhatsApps, brands should personalize engagements and integrate AI.
AI alone will not fix bad customer service By Sam Richardson Successful AI-enabled customer engagement is about more than investment, it requires alignment across strategy, technology, operations and customer needs.
