Daniel Hong

recovering industry analyst | photographer | eater | views expressed on Twitter are my own.

[Brian Solis @briansolis]

Dear social media, I could use your help.

My dad was involved in a horrible motorcycle accident on Monday in Los Angeles. He's going to be OK, but he has a lot of broken bones and healing to do.

The help I could use is in activating the social webs to find the saint who helped my dad at the scene. We all want to say thank you to him and honestly, give him a great big hug.

On Monday (the 7th), my dad was riding to work at around 6am on 405 S. Just before the 10 (heading east), the fog was pretty thick and traffic came to a sudden halt. My dad had to hit his brakes, which sent him and the bike down with the bike flying forward.

It was dark and my dad was laying in the lane with cars having to swerve at the last second to avoid him. He thought that surviving the crash was just the beginning of the end.

But then a driver of a semi-truck passing by stopped in the adjacent lane to pick him up out of traffic. He also called 911.

My dad didn't get his information, but we believe he saved his life.

If you can help me share this story or if you know someone who told the story of saving someone on Monday, we would like to thank him. 🙏

Sending blessing to you and your family,
Brian

[President Biden Archived @POTUS46Archive]

Finally, we’re aiming to crack down on customer service ‘doom loops,’ frustrating cycles that customers experience when seeking assistance.

Consumers should be able to talk to real people instead of being sent through a maze of menu options and automated recordings.

That’s why the CFPB is working to help consumers talk to a real person by pressing a single button. And the FCC is looking into doing the same.

[The Spirit of Lorenzo the Cat @LorenzoTheCat]

Say hello to Beacon, the official therapy dog for the US gymnastics team. He's feeling mighty proud right now.

[Barack Obama @BarackObama]

Congrats to the U.S. Men's Gymnastics team for winning a medal for the first time in 16 years!

[Daniel Hong @D_Hong]

Interesting. Seems more streamlining at @Klarna, seems more than right-sizing but also an attempt to grab headlines. #genai

[CB Insights @CBinsights]

AI and jobs

@Klarna CEO @klarnaseb is shrinking number of employees by 20% per year and has stopped recruitment

Are others in financial services expecting similar efficiencies from AI?

More here >> https://t.co/dQ768Bb4HL

[Shep Hyken @Hyken]

Respect the customer.

I'm sharing 3 of my favorite stats about customer respect from my annual customer service research on this week's blog. Check it out! https://t.co/oTY7fOXS6u #customerservice #customerexperience #CX

[Minerva CQ @minerva_cq]

It's not every day that your startup🦉gets featured on one of the ♨ hottest tech company's YouTube channel. Thank you 🙏🏻 @nvidia team!
https://t.co/tvQhZWle2L
#genai #collaborativeai #agentassist #copilot

[Blake Morgan @BlakeMichelleM]

Join me & Daniel Hong, Chief Marketing Officer of Minerva CQ, as we kick off 2024 in style by digging into the latest customer experience trends.

Everything from how to take advantage of Al to the intersection of the physical and digital experiences will be covered, so don't miss out!

It's happening on Tuesday, Jan. 16, 2024, 11 AM - 12 PM PST.

Here’s the link: https://t.co/5GT7zx9Duf
cc: @D_Hong

[Massimo @Rainmaker1973]

«Server room»

Trust me, it's not just pareidolia.

[Daniel Hong @D_Hong]

@McGeeSmith in her element talking about #genai in #cctr and #custserv at #five9cxsummit @Five9

[Minerva CQ @minerva_cq]

@minerva_cq mentioned in a great segment on @BBC News World Business Report 👊! Great insights 🔍 on AI in retail & #custserv & shout out from @BlakeMichelleM ->11m 45s in. 🙏 https://t.co/TvrxrPYV8i #cx #contactcenter #ai

[Brian Solis @briansolis]

Creativity, artistry, and originality in motion. 😮😮

Not #GenerativeAI!

https://t.co/iOCiz2jeri

[scott budman @scottbudman]

A single person earning less than:

$122,500 in San Francisco County

$126,900 in Santa Clara County

...is now considered to be "low income."

Source: @California_HCD

[Daniel Hong @D_Hong]

When the strike ends...@MikeJudge any plans on doing an Office Space reboot or sequel? Perhaps a (Remote) Office Space or Office Space: WFH? 😀 #WGAStrong

[Max Ball @jmaxball]

Thanks to @McGeeSmith for the pics and kind words - what a treat to present at #InteractionsInternational A chance to talk about #ChatGPT and how it impacts #CustomerService

[Daniel Hong @D_Hong]

Amazing week with the fearless startups at @CustContactWeek #CCWVegas

[Dave Michels @DaveMichels]

Terrible tech support at @Disney Dolphin hotel. I heard others complaining when I checked in. After 2 hours I decided to call. To open a ticket they asked things like checkout date, device type, if the device was for work or personal use. #WTF?

[Daniel Hong @D_Hong]

The @amazon “drop-kick”. Two packages with glass products, not the best way to deliver with care. @AmazonHelp #CustomerServiceFail

[Brian Solis @briansolis]

The endless barrage of social notifications, the ceaseless pressure to publish, and the unproductive comparisons we're can't help but make are not scalable...

Now, some #GenZ Americans are buying flip phones like the TCL Classic and the Nokia 2780, seeking an overdue break...

https://t.co/ZAgNcMk5Tc

[Minerva CQ @minerva_cq]

What is agent assist in the contact center you may ask? @NVIDIAAI @nvidia breaks it down quite well https://t.co/5CJQstsGu8 #ai #contactcenter #custserv #cctr #cx #customerexperience