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Tom Hoffman | July 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data. What this also means is that a growing percentage of calls that are reaching Read more »
Mila D'Antonio | July 25, 2016
This morning's announcement from Verizon about its bid to purchase Yahoo Inc. for $5 billion comes as no surprise. Under the leadership of CEO Lowell McAdam, the company has been actively putting the pieces in place to undergo a digital transformation--one that will enable the company to earn revenue from digital advertising, largely on mobile devices. Read more »
Judith Aquino | July 21, 2016
Earlier this week, Unilever announced it was buying Dollar Shave Club, with Fortune reporting the sale price for the California-based company as $1 billion in cash, making it one of the largest acquisitions in the e-commerce and subscription markets in recent years. Read more »
Tom Hoffman | July 19, 2016, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking Alpha, will begin using AI within its mobile apps to provide travelers with instant recommendations for local events and attractions once they've reached a destination.'s Booking Experiences tool, which has been launched on its iOS and Android apps in Amsterdam with planned rollouts in Dubai, London, Paris, and New York over the next few Read more »
Mila D'Antonio | July 18, 2016
You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. Read more »
Judith Aquino | July 14, 2016
On Thursday, Mastercard unveiled enhancements to its digital payments service, Masterpass, making it easier to make mobile payments across a wider number of channels and devices. Masterpass was already available for online purchases that were made on phones, tablets, and other devices. Read more »
Mila D'Antonio | July 13, 2016
You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary. Read more »
Tom Hoffman | July 12, 2016
There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences. Read more »
Judith Aquino | July 7, 2016
Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports. Read more »

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