HubSpot Sam Hirbod

HubSpot’s inbound agency strategist points out some of the biggest (and most common) CX failures

A friend of Sam Hirbod, the principal inbound agency strategist at HubSpot, was waiting on hold with his online bank — for 20 minutes. This is a long time to leave anyone in limbo, especially in 2018, and in the course of that time, Hirbod friend’s started conducting searches on Google for a banks with […]

TreamSupport IBM Watson

TeamSupport brings an emotional layer to customer service engagement with AI-based sentiment analysis

B2B companies that offer customer service primarily through e-mail and chat can get a better sense of their emotional state through a sentiment analysis feature TeamSupport is introducing to enterprise versions of its software. Dallas-based TeamSupport said the sentiment analysis functionality will be based on the natural language processing (NLP) technology used by IBM’s Watson […]

evolving customer behaviour

Evolving Customer Behaviour and What It Means for B2B Online Marketing

The internet is ever-changing. Functions that were easily identifiable a decade ago have evolved and, aided by technological innovation, today’s internet allows for greater interactions and user participation. Needless to say, this has implications for clients’ behaviour. As far as internet marketing is concerned, clients have now become more involved, and their increased participation has […]