Welcome to the New World of Robots in Customer Service

Robots Are Making Customer Service Better (In Some Ways)

If you’ve suffered through those automated telephone systems (and who hasn’t?) it may be hard to believe that robots may soon wipe out most customer service jobs. But recent breakthroughs in robotics are bringing that reality closer every day. Get your …Continue Reading →

You Can’t Improve Customer Service With Disconnected Systems. But How To Connect Them?

Robin Smith, Co-founder of Virtual Logistics

Systems Integration: Not Sexy, But Very Important One of the biggest barriers companies face trying to improve customer experience is the challenge of systems integration. All the wonderful tools we have now to help us do more effective marketing need to share data …Continue Reading →

Improve Your Customer Service With Journey Mapping & Process Improvement

Highlights clip below re choosing the right technology partner. To hear the FULL episode, use the player bar above. Errol Denger (of IBM when we recorded this interview, now at Adobe), and I discussed the role of customer journey mapping and processes in …Continue Reading →

A New Tool For Using Video to Capture Stories From Your Audience

Katrina German, Co-founder of OneStory

Today’s guest, Katrina German, co-founder of Saskatoon-based start-up, OneStory, always loved the idea of using video to capture and save people’s stories. But she was frustrated by the time involved in video editing, especially if you were trying to put …Continue Reading →

Marketers: Learn the Neuroscience of Attention & Trust To Get More Sales

I’ve got two recent interviews for you in today’s podcast: Diana Lucaci, founder of True Impact Marketing, who spoke at the recent Marketing Research & Intelligence Association (MRIA) national conference in Saskatoon. She applies her expertise in neuroscience to business …Continue Reading →

Marketing Research 2014 Conference Interview: Briana Brownell

Tema Frank & Briana Brownell at MRIA Conference 2014

I’m in Saskatoon at the Marketing Research & Intelligence Association (MRIA) National Conference. I’ll be posting a few interviews from the conference. Briana Brownell, of Insightrix Research Inc., gave a talk about lessons learned in trying to use gamification in …Continue Reading →

How An Online Entrepreneur Got 120,000 Customers in 2 Years!

Online Entrepreneur, Rakesh Soni, founder of LoginRadius

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by …Continue Reading →

Another Canadian Contender to the Zappos Throne

The average Canadian woman, according to today’s interview guest, buys 12 pairs of shoes a year. I’m not a shoe fetishist, but if I didn’t have a toe injury that prevents me from wearing sexy heels, I just might join them! …Continue Reading →