Wells Fargo is looking for a seasoned contact center leader to lead our Messaging Customer Service team. Visit wellsfargo.com/careers and search “Messenger Channel Manager” to learn more and apply, or DM me with questions

The next trend for Rohit Bhargava next trend report? Click Regret. Clicking on something and then wishing you hadn't #CSMSF

Yikes! RT @MarketingRxCa: "51.5% of traffic to the NY times online is non human". -Lutz Finger #CSMSF

Zappos puts everyone through 5 weeks of customer service training, no matter what their job will be. #CSMNY Zappos.com

Setting the bar! Google Social Care has 5 second response time in WeChat Google #CSMNY

Everyone agrees SnapChat is important, but not a lot of brands there yet for Social Care Google eBay Amica Insurance #CSMNY

Average cost to solve an issue over the phone is $6. Average cost to solve an issue over Twitter is $1. #ROI story via Jeff Lesser 🖤 #CSMNY

Twitter does not think users want to interact with chatbots, service is about the humans Jeffery Lessner #CSMNY

Why does Twitter allow brand fraud in the first place? Wish brand could approve or reject new profiles to save time & protect users #CSMNY

I like that Nathan, SVP Urgency & Excitement Nathan Bricklin #CSMNY

Wells Fargo has a customer community wellsfargocommunity.com Nathan Bricklin #CSMNY

“Having a coordinated enterprise approach in #socialmedia was a real priority.” kimariematthews of Wells Fargo. ow.ly/beMC303XTFD

Chatbots will be the user interface next gen customers will expect- 60% of all chatbot users are 13-19 yrs old Blake Morgan #SMMW17

Agree - don't like it when chatbots pretend to be human. Just be efficient and get my problem solved Blake Morgan #SMMW17

Facebook is launching Handover Protocol to enable businesses to integrate chatbots and human service in Messenger #f82017

Bad bots = Deathy by decision tree. Good bots = structured nav, web view, ability to reset anytime #f82017

Wells Fargo tests Facebook chatbot | Article [AMP] | Reuters reuters.com/article/us-wel…

Chatbots 101: Building A #Chatbot For #Business With Wells Fargo kimariematthews forbes.com/sites/blakemor…

Amazon is a threat to banks and fintech unless they win through lifestyle enhancing relationships - or risk becoming dumb $ pipes Peter Wannemacher #bankfintech18

Banks have the scale and no speed; FinTech has the speed and no scale. Collaborate! Peter Wannemacher #bankfintech18