Shows
The Altogether Show with Eric SatzShane Mac on Communication and Formative CollaborationsShane Mac is particularly proud of one of the several successful companies he co-founded in the last 10 years: Squared Away. Co-founded with his former assistant without venture funding, Squared Away connects military spouses with quality remote employment opportunities. In addition to Squared Away, Shane is the co-founder and President of XMTP, founder and General Partner of Logos Labs, and a passionate writer and musician. He also co-founded and served as CEO of Assist, which was acquired by Verint after merging with Conversocial. In this episode, Shane provides insight into his impressive trajectory, beginning with crucial a...
2022-06-151h 01
CX Passport"The one with a seamless customer journey" Ido Bernstein-HaCohen E34What's on your mind? Let CX Passport know...We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that. What’s one word to describe 20+ years of customer engagement changes? Find out in this episode.Create those seamless cross-channel interactions. Learn how to design a proactive approach to customer engagement. Stop treating each interaction as a new conversation. Don’t wait for m...
2021-10-1232 min
InevitableStartup Series: SciFi FoodsThis week's guest is Joshua March, Co-Founder & CEO of SciFi Foods, formerly known as Artemys Foods.SciFi Foods is on a mission to empower humanity to eat sustainably. It's working on the next generation of meat alternatives by cultivating meat. To replicate the full flavor profile and aroma of meat, SciFi Foods uses cell-based meat, growing real muscle and fat outside of the animal in bioreactors. Then they combine plant-based meat with the cultivated animal cells, enabling the team to create a more meat-like taste and texture. Artemys Foods is working to increase the efficiency of production...
2021-04-1535 min
Experience This!Findings, Flour, and Fixer-Uppers!Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors. Bite-Sized Delight From the Episode: • Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative customer experience. • Help is a Phone Call Away - King Arthur Baking Company’s customer hotline can help with all your baking needs - even if you’re NOT using their flour in the recipe. • Measure Twice, Cut Once - Building contrac...
2021-04-1338 min
Conversations w/ ConversocialEP 8: Des TraynorDes Traynor, co-founder and Chief Strategy Officer of Intercom, has been at the forefront of digital customer engagement for the past decade, building a company wholly focused on helping brands have more relevant and personalized conversations with customers.
In this episode of Conversations w/ Conversocial, we will be talking with Des about bringing conversational insights to the forefront of your CX strategy to make every conversation more proactive, timely and contextually aware.
Join us to learn how and why:
- Conversational data offers unique and superior insights compared to other sources
...
2021-01-1125 min
Founder's FAQShane Mac | General Partner & Co-Founder at The Logos FundFounder's FAQ: answers to all the possible questions of a founder. Hosted by Ilker Koksal. This episode's guest is Shane Mac. Shane is a general partner & co-founder at the Logos Fund that invests in startups defining remote work globally. Previously, Shane was CEO & Co-founder of Assist, the automated assistant platform for messaging and voice, which was acquired by Conversocial in 2019. And he's currently an SVP at Conversocial. He's also co-founder and chairman at Squared Away, which employs military spouses as executive assistants. He ran product at Zaarly and worked on Gist.com, which was acquired by BlackBerry. ...
2020-12-2220 min
DigiListenEpisode 17 - Advice and Information ServicesAdvice and information charities have made a seismic shift from frontline in-person services to online channels during the Coronavirus outbreak.
In this podcast, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Stuart Pearson and Kate Wallace, who talk us through the culture shift required to move advice and information online, looking at best practices in how advisors now work with service users online.
We highlight some of the digital tools and channels used including how online self-help such as website content, bots and more i...
2020-11-1127 minConversations w/ ConversocialEP 7: James DodkinsEx-rockstar turned international keynote speaker (a career path as old as time) James Dodkins sits down with Shane to chat about the simple and obvious strategies for delivering exceptional CX which too many brands seem to ignore, and tells us how to avoid falling into those patterns.
2020-11-0330 minConversations w/ ConversocialEP 6: Martha O'Byrne-O'ReillyThis week Shane was joined by Facebook's Martha O’Byrne-O’Reilly for a wide-ranging discussion on how brands are leveraging Messenger to provide rich experiences for their customers.
2020-10-1529 minConversations w/ ConversocialEP 5: Phillip HunterShane sits down for a chat with one of the people behind Alexa. Phil chats about how to approach creating conversational AI, the challenges of building something that people actually want to interact with and how to tackle the tricky issue of privacy.
2020-09-2426 min
TARS ConversationsWhy Errors Are A Chatbot's Superpower w/ Shane Mac, SVP for Marketing & Partnerships at ConversocialThe most common complaint we hear when we ask people about their experience with chatbots is "they suck because they always make mistakes." This is undoubtedly true. We've all interacted with at least one chatbot that has said "sorry I can't answer that question yet."But what if I told you that these sorts of errors are actually a good thing!A few weeks back I spoke with Shane Mac, SVP of Marketing and Partnerships at Conversocial, and Shane introduced me to the idea of using "errors as intelligence."The basic logic g...
2020-08-1436 minConversations w/ ConversocialEp 4: Dan GingissGet a cup of coffee, make yourself comfortable, and settle in for one of our favorite episodes of Conversations w/ Conversocial so far. Dan tackles just about aspect of modern customer experience, how it's evolving during the current pandemic, and how the landscape will look in the future.
2020-07-2925 minConversations w/ ConversocialEp 3: Cathy PearlThis episode of Conversations w/ Conversocial is special. Shane is joined by Google's Cathy Pearl for a live recording where they take a deep dive into the topic of Compassionate Conversational Experiences.
To say conversation design is a passion of Cathy’s is an understatement. She built her first chatbot before chatbots were even a thing - 1984 to be precise - and now uses her wealth of knowledge to help people make the best conversational experiences possible.
Topics include:
- Best Practices for Designing Conversations
- Conversational Design Frameworks an...
2020-07-1423 min
Future of TechThe Future of Using Technology to Build Relationships, Shane Mac, Former CEO of Assist, VP of ConversocialIf you ask Shane Mac what he thinks about the current state of technology, he’ll tell you that he believes tech has barely even started. We’re only 20 years into the full use of the internet, yet Shane believes we’ve already become lost in our devices and technology. So what if we told you that the future of tech might actually be creating a world that allows us to disconnect digitally and reconnect socially? Shane is the SVP of Conversocial and he’s trying to build that future, which he calls a world after apps. In this episode...
2020-07-0600 minConversations w/ ConversocialEp 2: Anish BhattFor this episode of Conversations w/ Conversocial, we caught up with our very own VP of Product Anish Bhatt to take a closer look at how bots are transforming the contact center.
We discuss:
- Why it's easier to integrate bots and messaging from the same vendor
- The benefits of bot & human collaboration for the customer
- How every agent can have their own bot assistant with the launch of Agent Assist
2020-06-1814 minConversations w/ ConversocialEp 1: Adam BrotmanThis episode of Conversations w/ Conversocial is truly enlightening. Adam shares his experiences of leading the digital transformation of Starbucks - from sending out millions of coupons in the mail to building an app that drives billions of dollars of revenue each year.
Along the way, we touch on:
- How to map out and evaluate customer touch points
- How to get buy-in from the people who sign the checks
- How to identify opportunities for innovation
- The value of harnessing a cross-functional team
It...
2020-06-1830 min
Machine YearningCathy Pearl: Compassionate Conversational ExperiencesThis episode of Machine Yearning is special. Shane is joined by Google's Cathy Pearl for a live recording where they take a deep dive into the topic of Compassionate Conversational Experiences.
To say conversation design is a passion of Cathy’s is an understatement. She built her first chatbot before chatbots were even a thing - 1984 to be precise - and now uses her wealth of knowledge to help people make the best conversational experiences possible.
Topics include:
- Best Practices for Designing Conversations
- Conversational Design Frameworks and Ex...
2020-05-0724 min
Paradisers3x02: Atención al cliente en redes socialesTu cliente… ¿dónde está? En las redes, y lo sabes. ¿Cómo no mimar, entonces, este canal como base fundamental de tu estrategia de atención al cliente? Y, para que lo consigas, nuestros faros en lo que a social media se refiere, Sheila Martín, Head of Social Media, y Alicia Medina, Social Media Manager de esta, nuestra casa, te lo ponen fácil. Escucha este podcast y entérate de cómo debes responder a los usuarios, cómo crear un protocolo de actuación y las herramientas que te pueden ayudar a gestionar las incidencias o tickets. Así...
2020-01-2151 min
Punk CX: Customer Experience Insights with Adrian SwinscoeSocial customer service can make your business more customer focused - Interview with Joshua March, ConversocialFollowing on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com, today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial, back in August about his company and social customer service.
This interview makes up number twenty-nine in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.
2020-01-2125 minPunk CX: Customer Experience Insights with Adrian SwinscoeBuild relationships with your customers that matter - Interview with Chris Brogan on The Impact EquationFollowing on from my recent interview, Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial, today I am very, very excited (this was one of my blogging goals this year!) to share with you an interview that I conducted with Chris Brogan CEO & President of Human Business Works, a business design company using publishing and media to provide tools and insights smarts to help professionals and business owners work better.
He's been blogging since 1998 and his site, www.chrisbrogan.com, is one of the most popular business and marketing blogs in th...
2020-01-2119 min
Paradisers3x02: Atención al cliente en redes socialesTu cliente… ¿dónde está? En las redes, y lo sabes. ¿Cómo no mimar, entonces, este canal como base fundamental de tu estrategia de atención al cliente? Y, para que lo consigas, nuestros faros en lo que a social media se refiere, Sheila Martín, Head of Social Media, y Alicia Medina, Social Media Manager de esta, nuestra casa, te lo ponen fácil. Escucha este podcast y entérate de cómo debes responder a los usuarios, cómo crear un protocolo de actuación y las herramientas que te pueden ayudar a gestionar las incidencias o tickets. Así q...
2020-01-2151 min
Sales Influence PodcastInterview: Ido Bornstein-HaCowan, CEO of ConversocialThis is a great AI conversation with Bornstein-HaCohen who joined Conversocial as COO in 2017 to oversee all commercial operations. Before coming on board, he achieved significant success growing and scaling companies with more than 15 years of experience in executive leadership positions at LivePerson, a leading Salesforce Consultancy and SAP. In early 2019, he was appointed Conversocial's president, expanding his responsibilities to include product and engineering oversight.
2020-01-1727 min
Marketing Digital para Dueños y DirectoresTendencias de Marketing Digital en 2020. - Ep. 020- Tendencias de Marketing Digital en 2020 -
Tomando en cuenta varias referencias sobre lo que tendrá mayor participación, relevancia o impacto, les comparto las tendencias del siguiente año y mis comentarios al respecto:
1. Influencer Marketing seguirá creciendo.
Si estamos en el entendido que la recomendación, el word of mouth sigue siendo la mejor publicidad, el influencer juega ese rol de "recomendador" de marcas, sin embargo, el factor clave aquí está en elegir la persona adecuada para tu marca, ya sea un gran comunicador desde el punto de vista de sus fans, alcance...
2019-12-1808 minPunk CX: Customer Experience Insights with Adrian SwinscoeGiven the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March of ConversocialGiven the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about it.
2019-11-0335 min
Inside VOICEConversational Solution Platforms with Shane MacToday, Voice Summit Programming and Content Director, Janice Mandel, welcomes Shane Mac to the Inside VOICE Summit podcast. Shane co-founded Assist, a conversational solution platform for chatbots and voice applications, in 2015 with Giovanni Vatieri and Geek Squad founder, Robert Stephens, who made headlines when he sold his product support company to Best Buy and become the first CTO to integrate and mine the data from messaging support provided by over 100,000 employees. Assist became known for deploying Facebook Messenger chatbots for leading brands, including its first customer, 1-800-flowers, whose CMO will take the main stage with Shane at this...
2019-06-1437 min
Leveling Up with Eric SiuHow Conversocial Crossed the $10M Revenue Mark and Continues to Grow Hey everyone! In today’s episode, I share the mic with Josh March, the CEO of Conversocial and the Author of Message Me. Tune in to hear Josh share how he started iPlatform that became one of the first Facebook app development agencies, how Conversocial developed their business model, and why social messaging is so effective. Click here for show notes and transcript Leave Some Feedback: What should I talk about next? Who should I interview? Please let me know on Twitter or in the comments below. Did you enjoy this episode? If so, leave a short review here. Subscribe ...
2019-01-1333 min
Leveling Up with Eric SiuHow Conversocial Crossed the $10M Revenue Mark and Continues to Grow Hey everyone! In today’s episode, I share the mic with Josh March, the CEO of Conversocial and the Author of Message Me. Tune in to hear Josh share how he started iPlatform that became one of the first Facebook app development agencies, how Conversocial developed their business model, and why social messaging is so effective. Click here for show notes and transcript Leave Some Feedback: What should I talk about next? Who should I interview? Please let me know on Twitter or in the comments below. Did you enjoy this episode? If so, leave a short review here. Subscribe ...
2019-01-1333 min
2X eCommerce PodcastSE3 EP65: Why you Should Move Your Customer Services to MessengerJoshua March is the Founder of the Digital customer care platform, Conversocial and Author of Message Me. Joshua is a seasoned Messenger expert, and his company's platform uses the Messenger platform as a customer service delivery point that has been used by leading ecommerce brands such as Gymshark, Google, Tesco, Audi and the BBC, We talk about how and why customer services is moving to the Messenger platform and how to leverage this new opportunity of serving your customers better. ----------- SPONSORS: This episode is brought to you...
2018-12-1339 min
2018-12-0717 min
The CX PodCustomer Care Evolves Alongside Social MediaIn a world where consumers demand service when they want, where they want, social media rules. So why do so many organizations have trouble using it effectively for support needs? To explore why social care counts more than ever, we talked to Joshua March, author of book “Message Me” and founder and CEO of Conversocial, to get his take on mastering the platform.
Music: Siesta by Jahzzar
2018-12-0436 min
The Vine Resources Podcast ShowEpisode 54 Interview with Joshua March -Founder and CEO of Conversocial.Conversocial is the digital customer care platform for social messaging. Delivering a unified approach to a new generation of customer interaction, Conversocial enables global brands including Hyatt, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. I got the chance to speak with the founder and CEO Joshua March. Enjoy!
2018-10-2119 min
Leadership, Brand Strategy & Transformation - Minter DialogueThe Future of Customer Service, Messaging and AI with Conversocial CEO Joshua MarchMinter Dialogue Episode #298Joshua March is founder and CEO of Conversocial, a leading social customer service solution, used by some of the world's biggest brands. Joshua is an expert in social media and customer service and just released his book, Message Me, The Future of Customer Service in the Era of Social Messaging and Artificial Intelligence. In this conversation with Joshua, we discuss the state of customer service, examples of companies and industries that are killing it on customer service, what it takes to get customer service right, the role of AI and much...
2018-10-1438 minMachine YearningMax Sklar: Full InterviewIt’s Machine Yearning from Assist. Another week where we continue on this adventure where marketers, brands, and entrepreneurs get to have a place to think, dream, and ask questions about the future of AI, the talking internet, and how we’re reshaping our culture. This week is a rocket. And the rocket has a name. Max Sklar. Max is machine learning engineer at Foursquare and is a fountain of smart, concise thinking on privacy, social media and whether we’re looking at an imminent AI winter. Assist’s Shane Mac got so much good...
2018-09-2430 minMachine YearningMax Sklar: Chapter 1: How to break through with recommendation, anticipation and product designThis week is a rocket. And the rocket has a name. Max Sklar. Max is machine learning engineer at Foursquare and is a fountain of smart, concise thinking on recommendation, anticipation and how to break through with your product design. In this chapter from the longer podcast, Assist’s Shane Mac got so much goodness from his fellow podcaster. We think this is so packed with goodness you’ll want to give it a few listens and DEFINITELY share it with friends. Then…! Make sure you check out Max’s pod - The Local Ma...
2018-09-2409 minMachine YearningMax Sklar: Chapter 2: Fixing social and the unexpectedness metricThis week is a rocket. And the rocket has a name. Max Sklar. Max is machine learning engineer at Foursquare and is a fountain of smart, concise thinking and in the next 11 minutes Max and Shane are going to help you sound smarter about the problems of social media. The objectivity/ subjectivity conundrum, language classifiers, tweaks to the recommender system - Max hones in on several of the Gordian Knots that keep us stuck. All of this has significant ramifications for everyone who is trying to figure out how to blend sentiment, community satisfaction and...
2018-09-2411 minMachine YearningMax Sklar: Chapter 3: The possibility of an AI winter and the challenges of multi-language NLPThis week is a rocket. And the rocket has a name. Max Sklar. Max is machine learning engineer at Foursquare and is a fountain of smart, concise thinking on privacy, social media and whether we’re looking at an imminent AI winter. In this chapter from the longer podcast, Assist’s Shane Mac got so much goodness from his fellow podcaster. We think this is so packed with goodness you’ll want to give it a few listens and DEFINITELY share it with friends. Then…! Make sure you check out Max’s pod - The Loca...
2018-09-2410 minMachine YearningDeborah Dahl: Full InterviewA few episodes back, Machine Yearning brought you a series of conversations from the VOICE conference. With over 2000 attendees at the largest gathering of the conversational technology world, VOICE was intense. You heard from voice and machine learning powerhouses like Cathy Pearl from Google and Patricia Scanlon, who has built a natural language data set from over a million samples of children under 12. Now, we’re excited to present another individual with profound Natural Language Processing experience: Dr. Deborah Dahl. Deborah has been at the forefront of voice and speech, multimodal and accessibility standards design on the we...
2018-09-1726 minMachine YearningDeborah Dahl: Chapter 1: How speech recognition’s past can inform our futureA few episodes back, Machine Yearning brought you a series of conversations from the VOICE conference. With over 2000 attendees at the largest gathering of the conversational technology world, VOICE was intense. You heard from voice and machine learning powerhouses like Cathy Pearl from Google and Patricia Scanlon, who has built a natural language data set from over a million samples of children under 12. Now, we’re excited to present another individual with profound Natural Language Processing experience: Dr. Deborah Dahl. Deborah has been at the forefront of voice and speech, multimodal and accessibility standards design on the we...
2018-09-1715 minMachine YearningDeborah Dahl: Chapter 2: From air traffic control to pricing crops, the potential of voice techA few episodes back, Machine Yearning brought you a series of conversations from the VOICE conference. With over 2000 attendees at the largest gathering of the conversational technology world, VOICE was intense. You heard from voice and machine learning powerhouses like Cathy Pearl from Google and Patricia Scanlon, who has built a natural language data set from over a million samples of children under 12. Now, we’re excited to present another individual with profound Natural Language Processing experience: Dr. Deborah Dahl. Deborah has been at the forefront of voice and speech, multimodal and accessibility standards design on the we...
2018-09-1712 minMachine YearningDaniel Houghton: Full InterviewWe spend our time here thinking, dreaming, and asking questions about the future of AI, the talking internet, and how we’re reshaping our culture. You wouldn’t think paper guidebooks, the repositioning of a travel brand and the future of digital creative agencies would be Machine Yearning territory. But they are - when the meeting point is Daniel Houghton. Daniel is the CEO of Pyxl (that’s P-Y-X-L,) a Nashville-based digital marketing agency. For years, Daniel has operated right up at the edge of digital content design, build and measurement. Before joining Pyxl t...
2018-09-1035 minMachine YearningDaniel Houghton: Chapter 1: Tech and creativityWe spend our time here thinking, dreaming, and asking questions about the future of AI, the talking internet, and how we’re reshaping our culture. You wouldn’t think paper guidebooks, the repositioning of a travel brand and the future of digital creative agencies would be Machine Yearning territory. But they do - when the meeting point is Daniel Houghton. Daniel is the CEO of Pyxl (that’s P-Y-X-L,) a Nashville-based digital marketing agency. For years, Daniel has operated right up at the edge of digital content design, build and measurement. Before joining Pyxl t...
2018-09-1011 minMachine YearningDaniel Houghton: Chapter 2: The ways person-centric tech makes everyone’s lives betterYou wouldn’t think paper guidebooks, the repositioning of a travel brand and the future of digital creative agencies would be Machine Yearning territory. But they are - when the meeting point is Daniel Houghton. Daniel is the CEO of Pyxl (that’s P-Y-X-L,) a Nashville-based digital marketing agency. For years, Daniel has operated right up at the edge of digital content design, build and measurement. Before joining Pyxl this year, Daniel was CEO of Lonely Planet. Under his leadership, Lonely Planet made Fast Company’s 2018 "Most Innovative Companies" List and he was a 2017 Forbes 30 Under...
2018-09-1010 minMachine YearningDaniel Houghton: Chapter 3: How brands win on the basicsYou wouldn’t think paper guidebooks, the repositioning of a travel brand and the future of digital creative agencies would be Machine Yearning territory. But they are - when the meeting point is Daniel Houghton. Daniel is the CEO of Pyxl (that’s P-Y-X-L,) a Nashville-based digital marketing agency. For years, Daniel has operated right up at the edge of digital content design, build and measurement. Before joining Pyxl this year, Daniel was CEO of Lonely Planet. Under his leadership, Lonely Planet made Fast Company’s 2018 "Most Innovative Companies" List and he was a 2017 Forbes 30 Under...
2018-09-1014 min
Crack the Customer Code336: Joshua March, Social Media MessagingJoshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. Customer service efficiency through social media messaging Besides the fact that customers want help via social media messaging, it’s cheaper, faster and more efficient that traditional channels. But most companies have yet to adopt it as a core channel for customer service and communication in general. “If you’re taking a day to respond, then people will just end up phoning” @joshuamarch These channels aren’t going away, frie...
2018-09-0426 min
Leads2ScaleEp 2: Business Messaging, AI and the Future of Customer Service with Joshua March, CEO of ConversocialJoshua March is the founder and CEO of Conversocial, a leading social customer service solution used by hundreds of the world’s biggest brands to deliver enterprise-scale customer service through social media and mobile messaging platforms
Featured in this episode, Joshua discusses how they scaled their business as an early adopter of social media as a customer service channel, why he’s excited about messaging apps like WhatsAPP and Apple Business Chat in regards to their role in business communications, and much more!
This episode is brought to you by Social Media Week London! (www.socialmediaweek.org/london/attend code: Lead...
2018-08-2127 minMachine YearningVOICE Round-Up 2: Full EpisodeToday, an episode so packed with so many amazing folks, four of them, in fact, that we can’t wait to dive right in. But first, some quick scene setting. A few weeks back, your humble pod accepted the invitation from the team at MODEV and attended The Voice Summit. It brought together over 2,000 people working at the front edge of voice, AI, Natural Language Processing, and conversational commerce. We hope there’s a Voice Summit 2019 because we were able to sit down with too many brilliant people. First up, Patricia Scanlon on the trust, and...
2018-08-2037 minMachine YearningVOICE Round-Up: Patricia Scanlon on trust and pioneering children’s speech recognitionThis chapter is an excerpt from our interview with Patricia Scanlon at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Patricia is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Patricia is the founder and CEO of SoapBox Labs and a pioneer in children’s speech recognition. Patricia and her Dublin-based team are deploying deep learning to build mammoth data sets of children’s voices so they have the opportunity to enter the world of voice-activated technology. This is ju...
2018-08-2010 minMachine YearningVOICE Round-Up: Adva Levin on building award-winning, voice-driven games for kidsThis chapter is an excerpt from our interview with Adva Levin at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Adva is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Adva is a pioneer in voice-driven, children’s game development. Her shop, Pretzel Labs, creates voice-first games like Kids Court, where an Alexa based judge settles kids’ fights. Kids Court won the grand prize in the Alexa kid skill challenge. Adva is pushing out into new territory where we see how...
2018-08-2009 minMachine YearningVOICE Round-Up: Bree Glaeser from The Mars Agency on integrating consumer insight into the voice design-build processThis chapter is an excerpt from our interview with Bree Glaeser at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Bree is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Bree is from The MARS Agency, where she’s leveraged her formal training as field researcher at Harvard Medical School and Parsons into the world of consumer insights and strategic global marketing. She’s helped to build voice assistants that help people navigate brick and mortar stores and it’s clear...
2018-08-2009 minMachine YearningVOICE Round-Up: Google’s Cathy Pearl explains Actions on Google and the social nature of voice assistantsThis chapter is an excerpt from our interview with Google’s Cathy Pearl at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Cathy is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. At Google, Cathy is helping people and brands figure out how to integrate voice assistants into their larger strategies. She has the perspective that only comes after you’ve worked your way through an incredibly diverse swath of projects, user needs and clients. She’s done voice assistants for au...
2018-08-2010 minMachine YearningVOICE Round-Up 1: Full EpisodeBias in our culture and in our technology, particularly in AI, is a mammoth issue. For those of you in the Machine Yearning faithful, you’ve probably noticed that we have a point of view about it here at the pod. If you hadn’t noticed, last week’s episode with Janeen Uzell and this week’s will make out position quite clear. We think being intentional, breaking bad hiring and management habits, and building inclusive teams is the only way the voice and AI space can avoid repeating the mistakes of the past. This episode, we have thr...
2018-08-1334 minMachine YearningVOICE Round-Up: The RAIN Agency's Will Hall on why systems ruleThis chapter is an excerpt from our interview with Will Hall at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Will is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Will is the Chief Creative Officer at the RAIN Agency. In this excerpt, he lays out how brands need to evolve and work in smart, new ways to own their brand voice so they move beyond recommendation and into anticipation. This is just a taste, so make sure you grab the full...
2018-08-1309 minMachine YearningVOICE Round Up: Josef Hapli on confident brands and how to avoid getting burned on TwitterThis chapter is an excerpt from our interview with Josef Hapli at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Josef is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Josef is the founder and CEO of Ether - a DC-centered creative agency. In this excerpt, Josef lays out the flares for why brands who play it safe in the age of voice are courting irrelevance. This is just a taste, so make sure you grab the full episode and subscribe so y...
2018-08-1313 minMachine YearningVOICE Round-Up: Brooke Hawkins on the need for ethical design as we build the talking internetThis chapter is an excerpt from our interview with Brooke Hawkins at the 2018 VOICE Summit - the largest gathering of the conversational technology world. Brooke is one of the many folks we interviewed, people who are thriving at the front edge of brand, UX, research and design. Brooke is a content designer at NUANCE and in this excerpt she presents a compelling view on why an understanding of ethics, philosophy and the liberal arts is going to be a competitive advantage in designing useful voice technology. This is just a taste, so make sure you grab the full episode a...
2018-08-1311 minMachine YearningJaneen Uzzell: Full InterviewThis week and for the next couple episodes, we’re taking you to the VOICE Summit - the largest single gathering of the conversational design ecosystem. 2 thousand people swarmed the New Jersey Institute of Technology July 24th through 26th. The team at MODEV crushed it and they took great care of us. While we were at VOICE, we spoke to tons of technologists and entrepreneurs, but we also met people who are living at the front edge of creating a more inclusive culture in technology product design. We’re not giving away family secrets when we point out that the...
2018-08-0729 minMachine YearningJaneen Uzzell: Chapter 1: Winning by Building Inclusive TeamsThis chapter is an excerpt from our interview with Janeen Uzzell at the 2018 VOICE Summit - the largest single gathering of the conversational design ecosystem. Most recently, Janeen was the Head of Women in Technology for GE. There, she worked across the 300,000-employee community leading a culture shift to accelerate the number of women within GE’s technical female workforce. Janeen spoke with conference organizer and friend of the pod Janice Mandel. In this conversation, they talk about how you build and lead inclusive, diverse teams - so you can attract and serve a diverse customer base. This is jus...
2018-08-0611 minMachine YearningJaneen Uzzell: Chapter 2: How to Weed the Bias out of AIThis chapter is an excerpt from our interview with Janeen Uzzell at the 2018 VOICE Summit - the largest single gathering of the conversational design ecosystem. Most recently, Janeen was the Head of Women in Technology for GE. There, she worked across the 300,000-employee community leading a culture shift to accelerate the number of women within GE’s technical female workforce. Janeen spoke with conference organizer and friend of the pod Janice Mandel. In this conversation, they talk about how you weed the bias out of AI by building inclusive, diverse teams - so you can attract and serve a di...
2018-08-0606 minMachine YearningJaneen Uzzell: Chapter 3: How the Bias in our Code Influences the Bias in our CultureThis chapter is an excerpt from our interview with Janeen Uzzell at the 2018 VOICE Summit - the largest single gathering of the conversational design ecosystem. Most recently, Janeen was the Head of Women in Technology for GE. There, she worked across the 300,000-employee community leading a culture shift to accelerate the number of women within GE’s technical female workforce. Janeen spoke with conference organizer and friend of the pod Janice Mandel. In this conversation, they talk about how the bias we inadvertently bake into our code reinforces and amplifies the bias in our culture. This is just a tas...
2018-08-0610 min
Marketing with Wharton's Hip Hop ProfThe Future of Customer Service: Social Customer CareI welcome Joshua March, Founder and CEO of Conversocial, a digital care platform for social messaging.Conversocial helps hundreds of major brands transform their customer service by investing into social messaging channels (including Facebook Messenger, Twitter, WeChat etc.), enabling them to deliver a better customer experience with decreased service costs.Joshua and his colleagues created the concept of Social Customer Care and Social Customer Service. He and I talk about the future of customer service as it relates to social media and artificial intelligence.Author of Message Me, a book about the future...
2018-08-0411 min
Socially Supportive: Customer Care the Social WayEpisode 239 -Digital Technology ReviewA Tech Tuesday Episode. All things Technology related to providing digital customer service.
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2018-07-3121 minSocially Supportive: Customer Care the Social WayEpisode 234 – Rewind – Use Automation to Reduce Handle TimeA Tech Tuesday Episode. All things Technology related to providing digital customer service.
Brought to you by:
The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing...
2018-07-2423 minMachine YearningChristina Mallon: Full EpisodeToday, an episode that matters to every. single. person. Seriously, if you lead product or are a CMO or anywhere in the org chain… you need to take notes and share this one around. Christina Mallon, our guest, is a designer, advocate and authority on designing for the disabled. Fully 1 in 5 - 20% - of the population self-identify as having either a cognitive or physical disability. Between those who are disabled by the products they are offered, their friends and family and everyone who serves, does busi
2018-07-2329 minMachine YearningChristina Mallon: Chapter 1: How to Design for the DisabledThis chapter is an excerpt from our interview with Christina Mallon and she’s talking about a subject area that matters to every. single. person. Seriously, if you lead product or are a CMO or anywhere in the org chain… you need to take notes and share this one around. Christina Mallon, our guest, is a designer, advocate and authority on designing for the disabled. In this chapter, she presents a clear and compelling case for why designing for the disabled is an inescapable business imperative. This is
2018-07-2308 minMachine YearningChristina Mallon: Chapter 2: The Technology Life of a Person with a DisabilityThis chapter is an excerpt from our interview with Christina Mallon and she’s talking about a subject area that matters to every. single. person. Seriously, if you lead product or are a CMO or anywhere in the org chain… you need to take notes and share this one around. Christina Mallon, our guest, is a designer, advocate and authority on designing for the disabled. In this chapter, she walks us through her technology life It’s a powerful view into the ways our current product options are - and mostl
2018-07-2309 minMachine YearningChristina Mallon: Chapter 3: What You Need To Know About the Language of DisabilityThis chapter is an excerpt from our interview with Christina Mallon and she’s talking about a subject area that matters to every. single. person. Seriously, if you lead product or are a CMO or anywhere in the org chain… you need to take notes and share this one around. Christina Mallon, our guest, is a designer, advocate and authority on designing for the disabled. In this chapter, she shows how user-centric design extends to the language we use and the teams we build.
2018-07-2310 minMachine YearningCannes Round-Up 2: Full EpisodeThis week, we’re back with more conversations from the 2018 Cannes Lions International Festival of Creativity. We figured a place where over 10,000 leaders and innovators in technology, advertising and brand communication were gathered would be a fertile ground for guests for the pod. We hit paydirt. From our spot on the floating home of LivePerson, we were challenged, inspired and learned A LOT. Once again, all of us at Machine Yearning and Assist owe Rob LoCascio and his team at LivePerson a huge thank
2018-07-1630 minMachine YearningCannes Round-Up: Daniel Hodges: Getting Our Arms Around the AI MarketThis chapter is an excerpt from our interviews at the 2018 Cannes Lions International Festival of Creativity. We went to Cannes to tap the brains and imaginations of an incredible gathering of leaders and innovators in technology, advertising and brand communication. In this chapter, Assist’s Shane Mac sits down with Daniel Hodges. Daniel’s a pathfinder for brands, industries and individuals who are weaving their way through this disruptive time. He thinks like an analyst, but talks to you like a trust
2018-07-1613 minMachine YearningCannes Round-Up: Demitra Sealy: New Frontiers in Mind-Body-Software CollaborationThis chapter is an excerpt from our interviews at the 2018 Cannes Lions International Festival of Creativity. We went to Cannes to tap the brains and imaginations of an incredible gathering of leaders and innovators in technology, advertising and brand communication. In this chapter, Assist’s Shane Mac sits down with Demitra Sealy. As you’ll soon hear, Demitra has had a front row seat to some amazing AI developments. Specifically, in the ways AI can be enabling new possibilities through mind-body-softw
2018-07-1606 minMachine YearningCannes Round-Up: Mario Klingemann: Collaborating with Neural NetworksThis chapter is an excerpt from our interviews at the 2018 Cannes Lions International Festival of Creativity. We went to Cannes to tap the brains and imaginations of an incredible gathering of leaders and innovators in technology, advertising and brand communication. Here, we talk with visual artist Mario Klingemann. Mario’s been taking neural networks and turning them into his artist’s toolkit. You absolutely MUST go check out his work at quasimondo dot com.
2018-07-1611 min
This Week in BusinessFuture of Customer Service in a World of Social Messaging and AIJoshua March, Founder and CEO of Conversocial, joins host Americus Reed to discuss his new book "Message Me," about the future of customer service in this world of social media messaging and AI on Marketing Matters. See acast.com/privacy for privacy and opt-out information.
2018-07-1330 minMachine YearningCannes Round-Up 1: Full EpisodeOnly 4 episodes into this podcast, we thought we’d change it up a bit. In this and the next episode, we have a bunch of conversations from the 2018 Cannes Lions International Festival of Creativity. It’s where over 10,000 folks from 90 countries meet to hand out awards and chop up the future of brand communication. A great place to geek out on our obsessions: Language and how people connect. How we use technology to facilitate our connections. And the hardest one - the blind spots we need to discover so
2018-07-0937 minMachine YearningCannes Round-Up: Rob LoCascio: Modeling Empathy For The MachineThis chapter is an excerpt from episode 4, a wrap-up of our interviews at the 2018 Cannes Lions International Festival of Creativity. It’s where over 10,000 folks from 90 countries meet to hand out awards and chop up the future of brand communication. We used the opportunity to do almost all of our interviews on a boat. But it wasn’t just any boat, it was the floating home of LivePerson, one of the true leaders in transforming customer care from voice calls to mobile messaging at scale. They’re a huge
2018-07-0909 minMachine YearningCannes Round-Up: Jessica Allan: So, Why Didn't The World's Smartest Computer Have A Woman's Name?This chapter is an excerpt from episode 4, a wrap-up of our interviews at the 2018 Cannes Lions International Festival of Creativity. It’s where over 10,000 folks from 90 countries meet to hand out awards and chop up the future of brand communication. We used the opportunity to do almost all of our interviews on a boat. But it wasn’t just any boat, it was the floating home of LivePerson, one of the true leaders in transforming customer care from voice calls to mobile messaging at scale. They’re a huge
2018-07-0911 minMachine YearningCannes Round-Up: Eric Oldrin: Social Creatures > Social MediaThis chapter is an excerpt from episode 4, a wrap-up of our interviews at the 2018 Cannes Lions International Festival of Creativity. It’s where over 10,000 folks from 90 countries meet to hand out awards and chop up the future of brand communication. We used the opportunity to do almost all of our interviews on a boat. But it wasn’t just any boat, it was the floating home of LivePerson, one of the true leaders in transforming customer care from voice calls to mobile messaging at scale. They’re a hug
2018-07-0917 min
DMN One-on-OneOne on One: Joshua March, CEO and co-founder, ConversocialJoshua March, CEO/co-founder of Conversocial, and author of the recent release "Message Me," gives us a behind-the-scenes look at the creative processes, challenges and rewards of writing your first book, along with what it means to position yourself as a thought leader in your field of expertise.
2018-07-0212 minDMN One-on-One PodcastsOne on One: Joshua March, CEO and co-founder, ConversocialJoshua March, CEO/co-founder of Conversocial, and author of the recent release "Message Me," gives us a behind-the-scenes look at the creative processes, challenges and rewards of writing your first book, along with what it means to position yourself as a thought leader in your field of expertise.
2018-07-0212 minMachine YearningRobin Sloan: Full InterviewToday, it’s scifi writer, social observer and dedicated AI enthusiast Robin Sloan. Robin’s path into AI has been fascinating, starting with his neighborhood library in the Detroit suburbs, weaving through the early days of Macs and, most recently, Robin has been intuiting and bootstrapping his way into some fascinating co-writing experiments with the machine. We find inspiration in the humility and daring he brings to his writing and the collaborative process. Robin has been talking about how, with his
2018-06-2541 minMachine YearningRobin Sloan: Chapter 1: Good AI Makes Writing Harder, And That's OKThis chapter is an excerpt from our longer conversation with Robin Sloan. Robin is a scifi writer, social observer and dedicated AI enthusiast. Robin has been bootstrapping his way into some fascinating co-writing experiments with the machine. We find inspiration in the daring he brings to his writing and the collaborative process. Lately, Robin has been talking about how, with his machine learning co-writing experiments, “the goal is not to make writing easier, but to make it harder.” Robin is funny, w
2018-06-2512 minMachine YearningRobin Sloan: Chapter 2: How To Not Make Autocomplete DystopianThis chapter is an excerpt from our longer conversation with Robin Sloan. Robin is a scifi writer, social observer and dedicated AI enthusiast. He’s been bootstrapping his way into some fascinating co-writing experiments with the machine. Since we’ve been talking about writing as “a craft”, the challenge to improve your craft was defined in a few ways. Now, as Robin Sloan is describing, machine learning, the tools and the ways you have to stretch as a writer and collaborator have changed the game, p
2018-06-2520 minMachine YearningRobin Sloan: Chapter 3: How AI Redefines What We Think Is PossibleThis chapter is an excerpt from our longer conversation with Robin Sloan. Robin is a scifi writer, social observer and dedicated AI enthusiast. He’s been bootstrapping his way into some fascinating co-writing experiments with the machine. Shane and Robin dig into Robin’s experiments with using machine learning to write music - and how playing GO against the machine taught the game’s grand masters that there were levels of play they had not even considered. In a conversation that was already really fu
2018-06-2509 minMachine YearningKathryn Hume: Full InterviewKathryn Hume came to us via Robin Sloan, a great friend of the pod. One of the things we loved about talking with Kathryn is that she gets the poetry of language. She is also really smart about how that poses some major challenges with AI. Kathryn is also someone who can say “I think math is cool!” and you can tell she means it. Her blog, Quam Proxime, is a must-read. Kathryn brings a wonderfully diverse view. She works at IntegrateAI and has done product, marketing, investment, and mentored start-ups.
2018-06-1534 minMachine YearningKathryn Hume: Chapter 1: AI Does Not Permit Polite FictionsThis chapter is an excerpt from our longer conversation with Kathryn Hume. Kathryn Hume came to us via Robin Sloan, a great friend of the pod. She works at IntegrateAI and has done product, marketing, investment, and mentored start-ups. One of the things we loved about talking with Kathryn is that she gets the poetry of language. She is also really smart about how that poses some major challenges with AI.
2018-06-1509 minMachine YearningKathryn Hume: Chapter 2: How Math Gives Us MeaningThis chapter is an excerpt from our longer conversation with Kathryn Hume. She came to us via Robin Sloan, a great friend of the pod. Kathryn works at IntegrateAI and has done product, marketing, investment, and mentored start-ups. In this chapter, Kathryn does a fantastic job of walking us through the ways language gives us meaning, and the challenges facing AI, as we wade into the the trickiest thicket of all - how all humans form relationships.
2018-06-1512 minMachine YearningKathryn Hume: Chapter 3: Feedback LoopsThis chapter is an excerpt from our longer conversation with Kathryn Hume. She came to us via Robin Sloan, a great friend of the pod. Kathryn works at IntegrateAI and has done product, marketing, investment, and mentored start-ups. In this chapter, Shane and Kathryn dig into feedback loops and how they help brands finally build real, genuine relationships with a community of customers.
2018-06-1513 minMachine YearningChris Messina: Full InterviewChris Messina has been a pioneer in practically everything that has happened in technology over the last 15 years. He was on the original team that wrote Firefox, co-founded BarCamp, invented the hashtag, and coined the term "conversational commerce." Chris drops some seriously bold ideas at us, and if history is a guide, we'd better listen up.
2018-06-1431 minMachine YearningChris Messina: Chapter 1: Great Friends, Great BrandsThis chapter is an excerpt from our longer conversation with Chris Messina. Chris is a pioneer of practically everything that’s been important over the last 15 years. He was part of the team who wrote the original Firefox, he’s a co-founder of BarCamp and he invented the hashtag. In this conversation, Chris drops a lot of bold ideas, but keep an ear out for his thoughts on how the skills that let us be good friends might actually be the skills we need to grow great brands. And what that means for conver
2018-06-1414 minMachine YearningChris Messina: Chapter 2: Competing BotsThis chapter is an excerpt from our longer conversation with Chris Messina. Chris is a pioneer of practically everything that’s been important over the last 15 years. He was part of the team who wrote the original Firefox, he’s a co-founder of BarCamp and he invented the hashtag. In this chapter, Chris drops a lot of bold ideas, but keep an ear out for his thoughts on the future of competing consumer and brand bots, and how capitalism and AI might have some compatibility challenges.
2018-06-1316 minSocially Supportive: Customer Care the Social WayEpisode 199 – Conversocial’s Case Management for Social Media with Jason ValdinaA Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress…
2018-06-0534 min
Amazing Business RadioThe Future is Here Artificial Intelligence and Bots in Customer Service Featuring Guest Joshua MarchHow will AI and bots transform customer service in the near future?
Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. (https://www.conversocial.com/)
Top Takeaways:
- March shares his Six Pillars of Customer Service: 1) be prepared for crises in social era; 2) lean into the power of messaging; 3) make effective use of bot technology; 4) deploy AI effectively; 5) adopt a messaging approach to all digital channels; and 6) use social agents as the model of future customer service teams
- March gives the history of clients using Twitter or Facebook...
2018-05-1534 minSocially Supportive: Customer Care the Social WayEpisode 159 – Conversocial’s Case Management for Social Media with Jason ValdinaA Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features…
2018-04-1032 min
The Invested InvestorSimon King: Academic turned VC on Angels and Venture Capitalists Simon King is a Principal at Octopus Ventures, a London and New York based venture capital firm. Simon’s responsibility at Octopus are split between looking for new investment opportunities and sitting on the board of six of Octopus’ portfolio companies.
In this podcast Simon King talks to Peter about his journey to working in Venture Capital from a background in physical sciences and academia, via Africa. He talks about the challenges in transitioning from an academic background to the commercial world and how investments are considered at Octopus Ventures.
Simon also talks to Peter about the interactions between VCs and...
2018-01-2844 minSocially Supportive: Customer Care the Social WayEpisode 59 – Conversocial’s Case Management for Social Media with Jason ValdinaA Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…
2017-11-2132 min
Crack the Customer Code229: Dan Gingiss, Social Customer CareAdam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. It's time to own social customer care Providing great customer service is important, no matter what channel is being used. But when it comes to engaging with customers on social, many companies are reluctant to invest where it counts. They fear opening up social channels will also open up the floodgates for serial complainers, trolls and negative word-of mouth. They fear their team isn’t large enough, interesting enough, or knowledgeable en...
2017-05-2230 min
This Much I Know - The Seedcamp PodcastScott Sage, Expert in Residence, SeedcampScott Sage, Expert in Residence at Seedcamp, sits down with Carlos Espinal in the first of a three part series. In this episode, Scott and Carlos discuss Internationalisation.
Scott begins by explaining his move from wanting to study music into majoring in finance and building a career in investment. He talks about his keen interest in SaaS, marketplace and enterprise companies and what makes a business stand out to him as an Investor before providing some key lessons learnt from his first few investments made at Draper Esprit (previously DFJ Esprit). He then discusses Internationalisation and why this is important...
2015-11-1033 min
Busting the omnichannel - enterprise hacks and chatsExtended cut - can social customer service ease our CX pain?Jon went on-site to Conversocial's NYC headquarters for an informal chat with Conversocial CEO Joshua March about the viability of social channels for customer service. March shares what his company has been up to since he and Jon first corresponded and they were a "cool vendor" to watch. Jon shares his social service beefs and March talks about how social customer service shouldn't just be lip service, but lead all the way to resolution. March also speaks to CRM integration, always an issue when you pursue a specialized product. Yes, you can get Busting the Omnichannel on iTunes.
2015-10-1223 minBusting the omnichannel - enterprise hacks and chatsCan social customer service ease our CX pain? Short versionJon went on-site to Conversocial's NYC headquarters for an informal chat with Conversocial CEO Joshua March about the viability of social channels for customer service. March shares what his company has been up to since he and Jon first corresponded and they were a "cool vendor" to watch. Jon shares his social service beefs and March talks about how social customer service shouldn't just be lip service, but lead all the way to resolution. This is the shorter 13 minute version for those who like a shorter podcast. Yes, you can get Busting the Omnichannel on iTunes.
2015-10-1214 min
SAP and Enterprise Trends Podcasts from Jon Reed (@jonerp) of diginomica.comCan social customer service ease our CX pain? Extended cutJon went on-site to Conversocial's NYC headquarters for an informal chat with Conversocial CEO Joshua March about the viability of social channels for customer service. March shares what his company has been up to since he and Jon first corresponded and they were a "cool vendor" to watch. Jon shares his social service beefs and March talks about how social customer service shouldn't just be lip service, but lead all the way to resolution. March also speaks to CRM integration, always an issue when you pursue a specialized product.
2015-10-1223 min