However, let's not forget people their are some problems with automation.
It can keep companies in a passive and reactive mode, limiting their understanding of customers' most important conversations. As a result, they may be missing the biggest problems and best opportunities.
Or they are dismissing the human factor, not understanding the critical role of employees in improving satisfaction, and more importantly, creating memorable experiences to build lasting loyalty.
And then there is brand safety. What happens if we start profiling our customers? According to this Pew research about half of Facebook users say they are not comfortable when they see how the platform categorizes them.Read more...