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Marketing automation has been the pinnacle of customer engagement ever since Amazon managed to really get it right.  The purpose of automation is to provide personalization without human intervention. This is useful and important at the very top of the funnel when it comes to directing customers on the right path. However, actually selecting and purchasing the products is another story. It’s the Automation Apocalypse Customers today love buying online because of the speed and access to price...

Any developer can attest to the fact that the greatest feeling while programming is the one we get when we fall into “the zone”. The biggest obstacles to getting into the zone are interruptions. An interruption can come from anywhere, like construction workers outside the window or laughing coworkers. One of the most significant, however, is when a coworker asks a question. Asking the question itself is not a bad thing - if it helps save...

In the Fall of 2013, Amazon launched a groundbreaking customer service feature available on their HD products. "Mayday" enables users to visually connect with a remote customer service agent with a single click. A small video feed pops up and allows for a natural, personalized interaction. Furthermore, the user’s device screen is visible to the support agent, allowing them to see the problem at hand, annotate the screen and explain procedures in the interface. Amazon CEO...

In design, the concept of “the crystal goblet” explains that a glass should be made of a clear material in order to showcase the liquid that it holds. In other words, the best tools are those that let the content or the message shine through. When it comes to communicating with online customers in real-time, the tools we use should be “invisible” — this means that they are so easy to use that they allow us...