chat bots are coming for commerce. will this be another step in commerce conformity, or will brands build bots in their likeness?

Customer service is often framed as 'the cost of doing business' - here's what it is actually the cost of earning business.

The best of benchmarks for the first half of this year are here. Here are the metrics that are shaping eCommerce, Marketing, and Service.

January's true stories of what’s happening across digital, from ecommerce traffic, to acquisition costs, over to customer service.