The Global View

Disruption

What’s new in blockchain, AI and IoT: June 9 – 15, 2017

Following are highlights from the past week’s news developments in blockchain, artificial intelligence and Internet-of-Things technologies: Blockchain/Bitcoin conferences planned across Europe  Moscow-based Smile-Expo is hosting a series of Blockchain & Bitcoin conferences across Europe this year, including a first-time event scheduled for Sept. 7 in Stockholm. During another conference held in May in Prague, attendees …

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What’s new in blockchain, AI and IoT: June 2 – 8, 2017

Following are highlights from the past week’s news developments in blockchain, artificial intelligence and Internet-of-Things technologies: MoneyConf draws 1,800-plus blockchain, fintech attendees  The MoneyConf fintech conference held in Madrid over three days this past week drew more than 1,800 attendees from 69 countries, as well as speakers including TransferWise co-founder and CEO Taavet Hinrikus, Blockchain …

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Customer emotions can increase service costs, call times

Lots of companies talk about keeping customers satisfied, happy or even “delighted,” but a new study has dug deeper by measuring a range of emotions across tens of thousands of call-center conversations. The research makes some unsurprising findings (customers score interactions lowest when they feel anger, for example), along with some unexpected ones, such as …

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Maharashtra eyes smarter cities with help from Oracle, HP

Maharashtra, the largest state economy in India, has ambitious plans to quickly develop smart cities across the region and improve urban livability. Under a memorandum of understanding signed with Oracle, the government aims to create a Center of Excellence in Mumbai with the goal of finding ways to improve government-to-citizen (G2C) and government-to-business (G2B) services. …

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‘Delighting’ customers… or creeping them out?

More than a year ago, in the very early days of the electoral race for U.S. president, an artificial-intelligence startup called Emotient — since acquired by Apple — decided to have some fun and apply its facial-expression-analyzing, emotion-reading algorithms to the Republicans vying for the GOP nomination. The results? Ted Cruz “almost exclusively expressed ‘sadness.’” …

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Even in the digital business era, success requires learning, localization

In today’s digital business era, it can be easy to slip into believing that customers around the world all want pretty much the same things. But that’s definitely not the case, as the recent departure of Uber from China illustrates. Uber’s decision to sell its China operations — which had been losing $1 billion a …

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For good customer experience, basics first — not tech — are essential

What does it take to turn an organization around from poor customer service to good… or at least better? Digital technologies and automation help, but part of the solution lies with things that are a lot less sexy, according to Forrester Research. In its latest assessment of how U.S. government agencies are doing in the …

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Are your data ‘insights’ really insightful? Check first

Analytics, automation and machine learning are making it possible for enterprises to target specific customer audiences with new content, products and services personalized for their unique needs and interests. But before you take aim at any market niche, it’s critical to be sure the data you’re using for personalization is accurate … and fairly representative. …

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Good service needs smart tech and basic maintenance

Companies that adopt automation and other advanced technologies can reap significant rewards — higher profits, reputation-building positive PR and more — if they succeed at improving services for customers. But such solutions only work over the long run if businesses also keep a focus on more fundamental “boring” infrastructure as well. As the American writer …

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