Technology. It’s all around us. Here to (supposedly) make our lives better, both personally and professionally. Sometimes it does, and sometimes, let’s face it, it’s just a bad case of ‘shiny new thing syndrome.’ As we’ve been preparing the Technology Issue of Brand Quarterly, I’ve spent a lot of time considering what technology means to …

Twenty-five per cent of millennials spend more than five hours a day on their smartphones, and over 60% shop on their smartphones every day. Known as a budget-conscious and discerning generation of consumers, millennials know how to use technology to their advantage. The typical millennial is reliant on digital services and applications to enhance experiences …

A new technology has now captured the imagination of CX directors everywhere – chatbots. Their promise is attractive.  They can be used to automate the way in which customers interact with brands, meaning that huge costs of human labour can be avoided.   Of course, the movement of customer service to online channels is nothing …

There are 2.5 billion smartphones in the world, and the average person interacts with one 200 times per day. That means – which by far exceeds the number of times we engage with the internet in the traditional cumbersome way: through a keyboard, mouse and a monitor. This is also how many executives who are …

Sixty percent of people think chatbots will make companies feel less human. But industry insiders disagree. Back in January 2016, Chris Messina (tech guru and inventor of the #hashtag) predicted: Computer-driven bots will become more human-feeling, to the point where the user can’t detect the difference, and will interact with either human agent or computer …