Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about it. This interview follows on from my recent interview – Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin – and is number 312 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Joshua: A few years ago private messaging really started to accelerate and now asynchronous messaging (e.g. WhatsApp, Facebook Messenger etc) on a phone has come to dominate how many people interact. It has the potential to replace the phone as the main service channel. …