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The Next Wave of Socially Responsible Investors Has Arrived

How to Disconnect From ‘Always On’ Work Culture

Understanding America’s Love-Hate Relationship with AI in Customer Care

Eugene Blood Bank Reaches Out to Millennials Through App

Putting $$ Where Your Values Are: 68% Would Shop At Businesses...

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Finance

The Next Wave of Socially Responsible Investors Has Arrived

Swell Investing's 2018 "Money Meets Morals" study released on September 27, 2018, finds that the vast majority of Gen Z investors aged 18-24 (84%) are either already invested in socially responsible a

2 min Read

Client

How to Disconnect From ‘Always On’ Work Culture

By Matthew Kitchen | The Wall Street Journal | I have a masochistic need to please bosses, so I’m never more than a few feet from my iPhone (notifications humming at all hours) and I never leave By Matthew Kitchen | The Wall Street Journal |

I have a masochistic need to please bosses, so I’m never more than a few feet from my iPhone (notifications humming at all hours) and I never leave home without a MacBook in tow. Just in case. My manager, who once mentioned pointedly that he has a “perverse respect for workaholics,” recently emailed me a question at 11:11 p.m. When I responded seven minutes later, he shot back: “You = Always On.”

Whether it was a joke or a compliment, I’ll take it. Different generations might debate which technological advance launched the “always on” work culture that keeps us chained to our devices, and who’s most guilty of perpetuating it. As a millennial, I’d argue that it sprang up in the mid-1980s, when doctors first clipped on pagers and Michael Douglas introduced the world to car phones in “Wall Street,” that cautionary tale about work/life balance (which famously declared that “lunch is for wimps”).

Today always-on is the default work setting for most of us. Ubiquitous smartphones, slim computers and innovative apps make every response a snap—quicker, easier, seemingly less painful. It just takes a second, right? But those rapidly accumulating seconds are just technology’s version of death by 1,000 cuts, expanding the workday’s boundaries until it seamlessly blurs with the rest of civilian life.

According to a 2016 study by the Academy of Management, employees tally an average of 8 hours a week answering work-related emails after leaving the office. Echoing that, a 2015 Harris Poll for the American Psychological Association found that 30% of men and 23% of women regularly bring work home. Similar percentages admitted to working on vacation and to bringing “work materials” along on social outings (we hope they don’t mean accordion folders). All of this, many experts in psychology agree, causes stress, ruins sleep habits and cripples our ability to stay active and engaged during actual office hours.

Read more at The Wall Street Journal.

2 min Read

Client

Understanding America’s Love-Hate Relationship with AI in Customer Care

Today, companies want to take advantage of every channel available to reach their customers: text, phone, webchat, email, social messenger apps, and more are in the mix. With this array of options, co Today, companies want to take advantage of every channel available to reach their customers: text, phone, webchat, email, social messenger apps, and more are in the mix. With this array of options, companies have more opportunity than ever to interact with their customers and build loyalty and trust. Yet with so many choices, getting it right—supporting customer conversations in the manner people want, while also being efficient—is of critical importance. To enable the millions of customer conversations happening each day, companies across industries are turning to artificial intelligence (AI) as the linchpin to their customer experience strategy.

A new study conducted online among over 2,000 U.S. adults by The Harris Poll on behalf of Intelligent Virtual Assistant (IVA) company Interactions, Trust in AI Solutions, is the first to look at what consumers really want AI to bring to their conversations with companies—and what to leave behind. It reveals that two of three American adults who prefer texting/typing when communicating with a company (66 percent) would be likely to switch their preferred channel to voice if a company they interact with has a consistently effective and quick AI-powered voice solution. In fact, a slightly larger proportion of millennials (18-37) would be likely to change their preference to voice compared to older generations (68 percent vs. 66 percent of Gen X ages 38-53, and 64 percent of boomers ages 54-78).

Many Americans (51 percent) may prefer texting/typing over voice channels because they are frustrated with poor voice experiences. Nearly all Americans, 94 percent, have had frustrating experiences using voice systems to communicate with a company. “We believe that consumers are opting out of phone trees and giving up on their home and mobile devices in an attempt to bypass the limited set of self-service voice options that don’t address their questions or meet their needs, and turning to other channels” said Jim Freeze, CMO of Interactions LLC. “The survey results indicate that an effective AI-powered voice solution can solve this dilemma by providing a true conversational customer experience, and could greatly simplify the growing complexity of customer care channel options.”

Freeze continued: “Today’s leading companies are constantly questioning how consumers want to interact with their brand, and how comfortable they are with various types of AI capabilities. We’re often asked which situations are best suited for AI’s support, and how using it might impact brand-customer relationships. This curiosity is what sparked our interest in partnering with The Harris Poll to reveal how people want AI to be applied in the customer experience. The results of this survey fill a gap in the current AI conversation, providing insight into how AI, and voice AI in particular, can ease the burden of thousands of customer conversations each week—without frustrating your customers.”

The results of this poll suggest that regardless of channel, speed and effectiveness are top deciding factors in American adults’ relationship with AI, and are key drivers of customer satisfaction and positive business results.

Read the full report here.

3 min Read

Client

Eugene Blood Bank Reaches Out to Millennials Through App

By Suzanne Adams-Ockrassa | The Register-Guard | Bloodworks Northwest is hoping to draw in fresh blood from a younger crowd with a new smartphone app. The organization launched the iPhone and An

2 min Read

News

Putting $$ Where Your Values Are: 68% Would Shop At Businesses That Back LGBTQ...

By Susan Miller | USA TODAY | More than two-thirds of Americans say they would be likely to dole out their dollars at businesses that take a public stand for LGBTQ equality, a survey released

2 min Read

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The Next Wave of Socially Responsible Investors Has Arrived

How to Disconnect From ‘Always On’ Work Culture

Understanding America’s Love-Hate Relationship with AI in Customer Care

Eugene Blood Bank Reaches Out to Millennials Through App

Putting $$ Where Your Values Are: 68% Would Shop At Businesses...

THP Archives

The Next Wave of Socially Responsible Investors Has Arrived

How to Disconnect From ‘Always On’ Work Culture

Understanding America’s Love-Hate Relationship with AI in Customer Care

Eugene Blood Bank Reaches Out to Millennials Through App

Putting $$ Where Your Values Are: 68% Would Shop At Businesses That Back LGBTQ...

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