Rick Kenney
Bots and the race to commerce conformity
chat bots are coming for commerce. will this be another step in commerce conformity, or will brands build bots in their likeness?
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Rick Kenney
- Sep 12, 2023
- 2 min
Service: The Cost of *Earning* Business
Customer service is often framed as 'the cost of doing business' - here's what it is actually the cost of earning business.
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Rick Kenney
- Jul 29, 2022
- 2 min
The Best of Benchmarks have arrived.
The best of benchmarks for the first half of this year are here. Here are the metrics that are shaping eCommerce, Marketing, and Service.
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Rick Kenney
- Feb 7, 2022
- 3 min
On The Mark: From Stills to Swift, January's Hits, Disc 1
January's true stories of what’s happening across digital, from ecommerce traffic, to acquisition costs, over to customer service.
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