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By 2035, analysts expect a primarily digital society Article

By 2035, analysts expect a primarily digital society

“Digital is changing our entire social contract, the implicit understanding of what our society is based…

5 trends from retail’s 2020 Big Show Article

5 trends from retail’s 2020 Big Show

In addition to fresh starts and earnest resolutions, January calls tens of thousands of retailers to…

Why corporate sustainability is a mainstay in 2020 and beyond Article

Why corporate sustainability is a mainstay in 2020 and beyond

Levi Strauss & Co. introduced a line of jeans in 2019 with 31 percent hemp, and…

The future employee experience is personalized Article

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software…

Pamela Pavliscak on the danger and promise of emotional technology Article

Pamela Pavliscak on the danger and promise of emotional technology

Silicon Valley is trying to crack the code on emotion. The tech world knows that research…

Unlocking the potential for new customer experiences with 5G Article

Unlocking the potential for new customer experiences with 5G

No one knows for sure what a 5G world will look like. Imagine what’s possible if…

Personalization’s deep data foundations Article

Personalization’s deep data foundations

Data-driven personalization is the Holy Grail of marketing today. Various studies, mostly sponsored by retail-related organizations,…

How startup Hello Alfred is scaling its people-first technology business Article

How startup Hello Alfred is scaling its people-first technology business

When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…

The psychology of rating: it’s hard, but better, to be honest Article

The psychology of rating: it’s hard, but better, to be honest

In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…

Regulating AI—a call for transparency and ethical use Article

Regulating AI—a call for transparency and ethical use

Artificial Intelligence (AI) is often considered a scary thing. It can–and has been–used to destabilize governments,…

Loonshots: Making room for innovation as your business scales Article

Loonshots: Making room for innovation as your business scales

Editor’s note: So much great business advice, so little time to read. That’s why each month…

The vast unexplored possibility of data visualization Article

The vast unexplored possibility of data visualization

When scientists began working with artist Francesca Samsel in order to visualize things like how deep…

Survey reveals that the agent experience should drive tool adoption Article

Survey reveals that the agent experience should drive tool adoption

In the past 3-to-5 years, customer service leaders added an average of 8.6 tools to help…

Quick, digital, and agile—do these words describe your organization? They should Article

Quick, digital, and agile—do these words describe your organization? They should

Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…

Machine translation—is it good enough for customer support? Article

Machine translation—is it good enough for customer support?

In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…

Your smartphone is making you stupid Article

Your smartphone is making you stupid

Among the many life lessons my partner and I learned as we purchased and moved into…

AI is what dreams are made of. Just ask Disney. Article

AI is what dreams are made of. Just ask Disney.

We talk a lot about artificial intelligence and the impact AI will have on our culture…

Swipe left, swipe right. Are dating apps ruining your relationships? Article

Swipe left, swipe right. Are dating apps ruining your relationships?

Dating apps are supposed to build connections, but are dating apps ruining relationships?