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It is no secret that tech giant Apple and Google have hundreds of employees and millions of dollars focused on the automobile industry. But exactly what their intentions are in this multi-billion dollar business is still shrouded in mystery.

It doesn't matter what we share in this week’s CMO Perspectives or what we write in this intro blurb because OMG the first article talks about the rumours that Twitter is planning to release a new product that does away with the 140 character limit, be still our Tweeting hearts. What is interesting is the debate already surfacing about the impact this will have on customer service. We share some pieces from adweek.com, Socialmediatoday.com, WSJ.com and Forbes.com​ talking about this rumour. Enjoy!

Sixteen minutes! Yep, 16 minutes of my life until someone answered my phone call to the customer service line. Seriously. Do you think it is reasonable to wait 16 minutes to get a customer service representative to answer and provide some online help?

Over a decade ago, when the first companies were trailblazing the marketing path into social networks, no one thought we would eventually be talking about using something like Twitter as a mainstream communication channel with our customers. No one predicted that 85% of an enterprise's customer service interactions would happen through social channels by 2020, as Gartner...

Say goodbye to the traditional contact center. Gone are the days when agents make and receive calls from the same room on the same equipment where managers and supervisors can easily monitor sales activity and ensure compliance and quality. Today’s contact centers have evolved from a place where you worked into a function that encompasses every employee that...

Customer experience is the new competitive battlefield for companies. It’s proving to be the only durable competitive advantage. That’s why businesses are shifting their attention from differentiation based on product or pricing toward overall customer experience.

Forbes is renowned for publishing only the best writers and content when it comes to any topical issue. So we are delighted that we have not one, but four pieces from our experts on Customer Experience featured on Forbes.com this month.