New platform capabilities aim to connect data, channels, and agents so customer conversations carry context across every interaction. By Constantine von Hoffman Published on May 6, 2026 Twilio is rolling out a new set of platform capabilities to address one of the most persistent problems in customer experience: conversations that don’t carry over … Continue reading Twilio launches conversation layer to unify AI and human interactions
MarTechCharts highlights data of interest to marketers and marketing operations professionals. Mike Pastore on April 25, 2025 MarTechCharts regularly highlights data of interest to marketers and marketing operations professionals. Source: SAP Emarsys and Deloitte. Click to enlarge. The Consumer Products Engagement report from SAP Emarsys and Deloitte found U.S. consumers prefer to interact with … Continue reading Consumers say email is the channel of choice for brand interactions
By Mike Schnaidt January 16, 2024 “Does everyone on the team deserve to be here?” This question was posed by the person who went on to become tech design leader Eve Binder’s boss at a large company. And of course, they were hired. You’ll deal with bad bosses at all stages of your career. … Continue reading One simple question that will reframe interactions with a tough boss (and not get you fired)
Ranjan Kumar January 20, 2022 If you had to choose between meeting a colleague over Zoom, or over a latte at your favorite coffee shop, the probability is pretty high you’d choose the latter, assuming it was safe to do so. While Zoom meetings are quicker and easier to stack sequentially throughout the day, there … Continue reading Getting to the Point: How New Conversation Tech Can Interpret Interactions and Create Value
Ranjan Kumar January 20, 2022 If you had to choose between meeting a colleague over Zoom, or over a latte at your favorite coffee shop, the probability is pretty high you’d choose the latter, assuming it was safe to do so. While Zoom meetings are quicker and easier to stack sequentially throughout the day, there … Continue reading Getting to the Point: How New Conversation Tech Can Interpret Interactions and Create Value
83% Of Retail Customers Increased Interactions With Amazon In Past Year, Survey Finds by Laurie Sullivan , Staff Writer @lauriesullivan, January 26, 2022 Retailers have leaned on search engines to reach consumers for years, but despite all the spending, the vast majority participating in a report released today by RSR Research and Coveo say they do … Continue reading 83% Of Retail Customers Increased Interactions With Amazon In Past Year, Survey Finds
Laura Krajewski July 17, 2020 When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift. We were … Continue reading Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment
We participate in coalitions and teamwork to succeed, so technologists need to identify and foster interdepartmental collaborations to excel. Steve Petersen on July 6, 2020 Managing marketing technology doesn’t happen in a vacuum. As a hybrid specialty spanning both technical and business realms, practitioners interact with multiple departments other than marketing and IT during their … Continue reading Martech practitioners must leverage interdepartmental interactions
Julie Winkle Giulioni — May 11, 2017 Follow @julie_wg— May 11, 2017 Leadership IQ released a study called “Optimal Hours with the Boss.” It’s an insightful report based upon research conducted with more than 30,000 executives, managers, and employees in North America. The results understandably made news. The findings are profound: “The median time people … Continue reading The Surprising Benefits of Manager/Employee Interactions
Machine Reading To Change Human, Search Engine Interactions by Laurie Sullivan , Staff Writer @lauriesullivan, May 9, 2017 Microsoft researchers are working on “machine reading” technology that would advance the way search engines work. In theory, instead of typing in a query and getting a list of links, an advanced machine reading system would respond … Continue reading Machine Reading To Change Human, Search Engine Interactions
