Donna Peeples

Even the most modern call centers rely on the telephone to connect with customers. As we shift into the messaging era, this is going to change.

Should every company try a Zappos “whatever it takes” approach to customer service? No. Insurance is different.

For the record, automating a broken or deficient process in customer service does not constitute an improvement.

Many of the most popular social mobile messaging platforms don’t meet regulatory requirements.

Chatbots and intelligent automation can streamline service while providing a direct channel for communication with customers.

As odd as it sounds, chatbots can let customers communicate in a natural way with companies and greatly enhance the experience.

In this era of free agent employees, companies need to stop their resistance and encourage employees to develop personal brands.

As the music industry shows, the Age of the Customer means that every company must change its focus and embrace the new.

We now live in a one-click-to-buy world where customers demand extreme convenience based on deep understanding of their needs.

Many companies focus on the wrong thing. More data isn't better. The right data is better -- and can greatly improve the customer experience.