Brands and businesses are increasingly turning to AI-powered customer service to reduce costs and increase efficiency, but the majority of participants in a new survey from customer experience and business process outsourcing firm Acquire BPO have had plenty of time...
Brand loyalty was never an easy achievement, but the metric has gotten exponentially tougher in the post-pandemic age. Among myriad determinants, ever-evolving—and ever-escalating—consumer expectations are the key drivers of loyalty, and meeting them has never been...
The 2024 presidential election noise is becoming deafening across all media, and U.S. adults are well aware that it will only get louder over the next 8 weeks, so they’d prefer to not hear about politics or current events from brands and businesses, at least for now....
When generative AI made its grand entrance into the business world at the end of 2022, the initial panic was that the new tech was going to displace many human jobs. But it didn’t. Then, once we realized we had no idea how to use it efficiently and responsibly,...
The recent controversy surrounding Elon Musk’s sharing of an AI-generated deepfake video impersonating Vice President Kamala Harris has led to numerous inquiries about the implications of deepfakes and the broader media literacy challenges they pose. One firm has...
Let it be officially said: the era of Big AI has arrived, evident in the deeper-pockets investments many businesses are now making in the revolutionary (yes, AI is worthy of the buzzword) and powerful technology. New research from tech consulting firm Searce shows an...
The tide is turning on consumers’ brand-purpose demands—taking political and societal stances, which was stressed as a key strategic positioning tactic for brands as recently as a year ago, has fallen out of favor with most Americans as the presidential election...
AI needs oversight—almost all tech and data execs have said as much—and new research from data intelligence firm Collibra affirms this, finding that virtually all respondents (99 percent) cite threats necessitating AI regulation in the US. However, the survey data...
Trust has been generative AI’s most formidable foe since the wunderkind tech first became a business tool. Consumers just can’t seem to cross that bridge when it comes to customer service, even with the businesses they’ve known and trusted for years. Chatbots got off...
It wasn’t long ago when consumers wanted to know everything about brands—the purpose mandate that became a huge purchase influencer years ago demanded that brands share their views on societal matters and actively take a stand, even on highly divisive issues like...
The explosive growth of the Creator Economy, particularly over the last couple of years, is a clear signal that consumers want more avenues of professional content than just media and marketing—and with leading creators having a big influence on consumer behavior,...
What a dilemma we have. Consumers want personalized messaging from brands, and they expect their data to remain secure and protected. But these two expectations have brought businesses to a conflicting crossroads of mutual exclusivity—the more personalized and...