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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?

Rick Kenney
Feb 21, 20243 min read
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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.

Rick Kenney
Sep 12, 20232 min read
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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.

Rick Kenney
Jul 29, 20222 min read
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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.

Rick Kenney
Feb 7, 20223 min read
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