Why Over-Automation May Be Customer Engagement’s Worst Enemy – and Other News

Why Over-Automation May Be Customer Engagement’s Worst Enemy – and Other News

Enjoy our weekly roundup of top news stories across the Customer Experience (CX) landscape.


Oracle CX Social Content:

  • Let’s take a moment to debunk some of the myths that are floating around about #OracleCPQ Cloud #CPQ
  • Who should own #CX – #custserv or #marketing? Check out the latest episode of Unforgettable w/@BlakeMichelleM for details:
  • Book your trip to #OOW19 in SF and save with Early Bird! #OOW19
  • Find out how @OracleCommerce & @OracleERPCloud helped @csinconline’s clients to upgrade to the #cloud & purchase online popular off-the-shelf products: by @BanksLouie via @Forbes
  • How one brand engaged @TheHelfner after he weaponized #SocialMedia against them #CX


Industry News:

True Marketing Personalization Takes Talent, Technology And Empathy – Dom Nicastro, CMSWire, 5.15.19

  • According to a Harris Poll, 63 percent of customers expect personalization, however, providing these personalized experiences is a very real challenge for marketers.

Why Over-Automation May Be Customer Engagement’s Worst Enemy – David Elkington, Forbes, 5.14.19

  • While technology can be a great enabler, businesses need to maintain the human touch that customers want in the form of critical thinking skills.

Keep These 3 Things In Mind When Introducing Chatbots To Customer Service – Fara Haron, CMSWire, 5.14.19

  • When introducing chatbots, businesses should focus on the benefits, ensure the chatbot addresses the right problems and keep the end user in mind.

Survey: Retailers Struggle To Keep Up With Industry Evolution – Marianne Wilson, Chain Store Age, 5.14.19

  • According to OC&C Strategy Consultants and eShop World, only 3 percent of retailers believe that their current model will be sustainable in the next five years.

Online Shopping Gets Real: The Rise Of Interactive Product Visualization – Vivian Wagner, CRM Buyer, 5.13.19

  • As interactive product visualizations are increasingly entering the mobile space, technologies allowing for the exploration of these visualizations will be key.


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