Building trust key as companies pivot to chatbots for customer service: experts

TORONTO - Mohammed Halabi has spent countless hours negotiating with customer service agents over the past 20 years.

Halabi is the director of MyBillsAreHigh.com, a company that finds savings on telecom and internet costs for both businesses and individuals. That means seeking out the best deals to fit clients' circumstances, plus taking the lead when problems arise requiring the attention of their provider.

These days, there's just one problem. He can't seem to get anyone on the phone.

"I've never seen customer service this bad," said Halabi.

Offhand insult in 2003 gave rise to the Banjo Bowl — one of CFL's most-colourful and enduring rivalries

It was the verbal shot heard ’round the world. Or at least, across a pair of Prairie provinces.

Canadian Football League fans in Manitoba and Saskatchewan are well familiar with the origin of the Banjo Bowl, the annual tilt that pits the host Winnipeg Blue Bombers against their principal rival, the Saskatchewan Roughriders.

Followers of both teams can tell you that the match evolved out of a comment uttered by former Bombers placekicker Troy Westwood in September 2003, when he sarcastically referred to Saskatchewaners (Saskatchewanites? Saskatchewians?) as “banjo-picking inbreds.”

Then, how he doubled down on that jibe a few weeks later when, at a scheduled news conference, he told members of the media that he had misspoken, as “the vast majority of the people in Saskatchewan have no idea how to play the banjo.” (For the record, Westwood’s mom was born in the Land of the Living Skies, and his aunts and grandmother were living there when he was spouting off.)

Getting word out in face of AI-made messaging

Manitoba marketing aficionados have named their new agency Plain Language — a nod to what they say they’ll speak.

There’s a lack of plain language around algorithms and outcomes found in online advertising, agency co-founders said. They’ve spent decades working in digital media, placing ads in an ever-changing online landscape.

“There’s a lot of different platforms, and the way that people talk about it can be quite obtuse,” said Anthony Kowalczyk, Plain Language’s chief executive. “I think that’s what we’re trying to move away from.”

He and Jason Hachkowski, Plain Language’s vice-president of digital ad operations and strategy, have worked together for more than a decade. A mutual colleague suggested the pair meet — both men were experts in digital marketing and advertising.

C-SPAN announces deal for its service to be carried on YouTube TV, Hulu

NEW YORK (AP) — C-SPAN said Wednesday that it had reached a deal to have its three channels air on YouTube TV and Hulu's live television feed, ending a dispute that had led to a revenue squeeze for the public affairs network in the cord-cutting era.

The network said the streaming services would pay the same fee as cable and satellite companies, roughly 87 cents a year per subscriber, and that C-SPAN would continue its no-advertising policy on television.

Congress involved itself in the issue, passing a resolution this spring calling on the services' parent companies — Alphabet for YouTube and Disney for Hulu — to add C-SPAN to their programming mix. Because congressional sessions and hearings represent a big portion of C-SPAN's programming, the politicians faced diminished airtime without a deal.

At its peak a decade ago, C-SPAN was seen in some 100 million homes with television. The number of homes paying for TV has since dropped to some 70 million, with roughly 20 million of those consumers now getting television through services like YouTube and Hulu, and they weren't showing C-SPAN.

CentrePort Canada-based ClearSecure Manufacturing & Distribution pitches protection premier product RockGlass

RURAL MUNICIPALITY OF ROSSER — It’s not unusual for staff at ClearSecure Manufacturing & Distribution to encourage people to take a baseball bat or sledgehammer to the company’s signature product.

As far as visuals go, it’s a striking one. The company manufactures and distributes crystal clear security panels for windows and doors known as RockGlass.

“We’re a solution for broken glass,” says Colleen Munro, the company’s founder and president. “That’s kind of our catchphrase.”

People who visit the company, located just north of Winnipeg in the Rural Municipality of Rosser, can don protective gear and swing a sledgehammer at a door-sized panel to see if they — like the legend of Arthur removing Excalibur from the stone — might be the first to successfully reduce RockGlass to pieces.

Manitoba LGBT* chamber starts entrepreneur development program

A new program aims to support LGBTTQ+ entrepreneurs in Manitoba.

The Manitoba LGBT* Chamber of Commerce is accepting applications for Emerge, the queer entrepreneur development program it’s launching next month. The six-month program is designed for members of the LGBTTQ+ community to gain essential business skills and strategies, and to build a supportive network of mentors and colleagues in the process.

The program is the first of its kind for the chamber, said Jenny Steinke-Magnus, executive director. “There’s really some unique challenges that queer entrepreneurs face, so we wanted to address those challenges and offer this tailor-made program for queer entrepreneurs in Manitoba.”

Steinke-Magnus cites findings from Canada’s 2SLGBTQI+ Chamber of Commerce (CGLCC) that shows one in four LGBTTQ+ entrepreneurs have lost business opportunities because of their identity. Two in five have difficulty obtaining financing for their business because of their identity, and one in three have been unable to access mentoring and coaching.

Atlanta Journal-Constitution to stop printing as it transitions to all-digital news

ATLANTA (AP) — The Atlanta Journal-Constitution will stop providing a print edition at year's end and go completely digital, a dramatic change for a storied newspaper founded shortly after the Civil War.

The decision will make Atlanta the largest U.S. metro area without a printed daily newspaper, although some smaller metro Atlanta newspapers continue printing.

Publisher Andrew Morse said in his Thursday announcement that the news organization will aim to expand its audience as it continues to report the news using online, audio and video products.

“The fact is, many more people engage with our digital platforms and products today than with our print edition, and that shift is only accelerating," Morse wrote in a letter to subscribers posted on the Journal-Constitution's website. The AJC has about 115,000 total subscribers, of whom 75,000 are online only; Morse has set a goal of gaining 500,000 online subscribers.

‘You’re planting your brand flag’: The power of brand building in the women’s sports boom

On a cold day in the beginning of 2024, Alastair Merry and Mary Lou Bunn had a few questions for a public librarian in Ottawa, Ontario.

“If you could describe Ottawa and what it means to you in a couple words, how would you do it?” they asked. “What do you think of the spirit of the city?”

Merry and Bunn, along with the design firm Flower Shop that they co-founded, were hired by the then newly minted Professional Women’s Hockey League to create the nicknames and logos for the league’s inaugural six teams. They were traveling around North America to figure out what made those six cities tick.

As the ever-growing crop of new women’s leagues — at least eight have launched in the past three years — all aim for longevity, one of the cornerstones of any sustainable foundation is team branding. It encompasses everything from the nicknames to the color schemes and logos, and the PWHL has set a high bar there that other up-and-comers would love to emulate.

bbno$, the Beaches warn approaching TikTok Canada closure will hurt homegrown artists

Several Canadian artists are worried about losing social media support that can make or break their careers as TikTok prepares to comply with a federal order to shut down its operations in Canada.

Searing heat draws visitors to California’s Death Valley, where it’s tough to communicate the risks

DEATH VALLEY NATIONAL PARK, Calif. (AP) — Ray Estrada's 11-year-old grandson is used to Las Vegas' scorching summers, but he'd always wanted to experience the heat in one of the Earth's hottest places. So Estrada recently drove him to Death Valley National Park, with an umbrella, extra water and electrolytes in tow. That day, the thermometer soared to 118 F (47.78 C).

“We have to be very careful when we go out there,” Estrada told him. “If you start feeling dizzy or whatever... we’re just gonna turn back and be safe so we can do this again another time.”

The extreme temperatures in this stretch of California desert attract visitors every year, some determined to finish a grueling, multiday race, others just curious about the sizzling heat and the landscape's vast beauty. Yet despite the warnings, the heat kills one to three people annually, and park rangers respond to overheated visitors multiple times per week, making communication about heat safety a priority for the National Park Service.

But that's easier said than done.

Jeans ad is regressive as can be

American Eagle thought it would be a good idea to have a woman who embodies western beauty standards talk about inherited traits in a commercial and then seemed surprised when people online were like “hmm, this seems like an ad for eugenics.”

Google loses appeal in antitrust battle with Fortnite maker

SAN FRANCISCO (AP) — A federal appeals court has upheld a jury verdict condemning Google's Android app store as an illegal monopoly, clearing the way for a federal judge to enforce a potentially disruptive shakeup that's designed to give consumers more choices.

The unanimous ruling issued Thursday by the Ninth Circuit Court of Appeals delivers a double-barreled legal blow for Google, which has been waylaid in three separate antitrust trials that resulted in different pillars of its internet empire being declared as domineering scofflaws monopolies since late 2023.

The unsuccessful appeal represents a major victory for video game maker Epic Games, which launched a legal crusade targeting Google’s Play Store for Android apps and Apple’s iPhone app store nearly five years ago in an attempt to bypass exclusive payment processing systems that charged 15% to 30% commissions on in-app transactions.

The jury's December 2023 rebuke of Google's app store for Android-powered smartphones began a cascade of setbacks that includes monopoly judgements against the company's ubiquitous search engine last year and the technology underlying its digital ad network earlier this year.

Manitoba exports to U.S., China plummet

While Manitoba’s exports to the United States and China plunged earlier this year, the dollar value of its imports soared.

U.S. imports to Manitoba hit roughly $10.97 billion in January through May — an eight per cent increase from the same time in 2024. Meanwhile, imports from China jumped 6.9 per cent year-over-year, totalling $684 million.

“It’s surprising,” said Chuck Davidson, president of the Manitoba Chambers of Commerce.

He’s tracked a sentiment across businesses to bring their supply chains closer to home. Uncertainty has rocked the private sector since Donald Trump was elected U.S. president in November. Tariffs and tariff threats have made regular headlines, shaking operations and causing companies to pause future investments.

Long-awaited Winnipeg Transit network overhaul goes live Sunday

Winnipeg’s bus network will undergo a massive one-day transformation on Sunday that alters virtually every route.

Downtown pilot project will add furniture, art, picnic tables to Graham Avenue

Over the next three weeks, the city aims to breathe new life into a four-block stretch of Graham Avenue, with a bright new look, ping pong tables, street furniture and art.

As the Free Press reported last week, a pilot project will see Graham reserved for cyclists and pedestrians between Carlton and Garry streets, once a new primary transit network removes buses from the area on June 29.

On Monday, the city laid out its vision for the pilot, which is expected to continue at least until the end of summer.

“The buses will move off of Graham Avenue and in just three weeks … after that, we will completely transform this stretch of Graham,” said Mayor Scott Gillingham.

Brandon man taking on punishing 3,500-km cycling route for cancer research

A Brandon cyclist is gearing up for the ride of a lifetime in support of cancer research.

Grant Hamilton is heading to Europe this week to join Tour 21, an annual event that sees a team of amateur cyclists ride the full Tour de France route, one week ahead of the professionals.

The team will pedal more than 3,500 km in 21 days, including climbs and summits in the Pyrenees mountains and the French Alps. It’s part of an effort to raise nearly $2 million for Cure Leukaemia, the official charity partner of the Tour de France.

Cure Leukaemia funds clinical trials, driving global advancements in blood cancer treatment and impacting those affected by the disease.

Animal Services asks for help building sensory garden

The City of Winnipeg is counting on dog lovers to make life easier for furry companions who end up in its shelter.

Jennifer Medlicott, the communications co-ordinator at the Animal Services Agency, said there’s a desperate need to create a sensory garden in the facility’s outdoor play yards. The agency, at 1057 Logan Ave., generally houses more than two dozen dogs at a time.

“We’re just looking for opportunities to make the lives of the animals in our care better and I just think we just saw an opportunity,” said Medlicott on Friday. “We dream of a future where we have a large-scale transformation, but we were also trying to look at some short-term solutions and that’s where the sensory garden came up.”

A sensory garden is an area designed to stimulate one or more of the five senses: sight, smell, sound, taste and touch. It incorporates trees, flowers, and any other elements in nature to help reduce stress.

Graham Avenue stretch to get pedestrian, bike-only trial when buses vanish

The city will turn a four-block stretch of Graham Avenue into a living lab when Winnipeg Transit’s network overhaul pulls buses off the downtown street.

It will be cyclists and pedestrians only between Carlton and Garry streets in an indefinite pilot project scheduled to begin after June 29.

“In July 2025, buses will be removed from four blocks, creating a rare opportunity to transform the street into a safer, pedestrian-first space. With a focus on recreation, public gathering areas, and cultural programming, Graham Avenue can become a dynamic hub of activity in the heart of downtown,” a city document states.

Without changes, the area risks becoming a neglected corridor with minimal foot traffic once buses leave, it warns.

Ignorance far from bliss, PC leader pleads in effort to leave stench of ’23 campaign behind

Obby Khan wants to make it perfectly clear that the Progressive Conservative Party of Manitoba’s controversial 2023 election campaign is not an accurate reflection of who he is.

Khan, who became PC party leader in late April, said he continues to struggle to explain his role in that campaign, particularly ads and flyers promoting him as the champion of “parental rights,” a well-established dog whistle for anti-LGBTTQ+ activists in Canada and the United States.

When the idea for the advertisements was first brought up, Khan said no one from the central campaign team ever warned him the term “parental rights” was being used in heavy rotation by anti-LGBTTQ+ activists seeking to remove books from school and public libraries and expunge any reference to sexual orientation or gender in public school settings.

“People will believe me or not believe me on this,” Khan said in an interview on the Niigaan and the Lone Ranger podcast. “(But) I did not know the parental rights was a dog whistle. I was legitimately, like, ‘It makes sense, you want to be involved (in your child’s education). Let’s go, let’s go do this.’ And then, it was afterwards… that I was made aware of (the meaning). People were talking to me about this and it was kind of like one of those ‘a-ha’ moments.”

Part toy, part fashion, the arrival of the viral Labubu was a long time in the making

Labubu, the plush toy from China's Pop Mart is a social media darling, but the toothy little monsters are far from an overnight success. Having appeared a decade ago, Labubus may have finally cemented their place in the collectible toy market for years to come.

The Labubu, by artist and illustrator Kasing Lung, first appeared with pointed ears and pointy teeth, in three picture books inspired by Nordic mythology in 2015.

In 2019 Lung struck a deal with Pop Mart, a company that caters to toy connoisseurs and influencers, to sell Labubu figurines. But it wasn't until Pop Mart started selling Labubu plush toys on key rings in 2023 that the toothy monsters suddenly seemed to be everywhere, including in the hands of Rihanna, Kim Kardashian and NBA star Dillon Brooks. K-pop singer Lisa of Blackpink began posting images of hers for her more than 100 million followers on Instagram and on TikTok, where Labubu pandemonium has broken out.

There are 1.4 million #Labubu TikTok posts and counting, videos of fans unboxing them, showing styles inspired by them, and of course, Labubu cosplay.

Hudson’s Bay heads into last days of sale with lots of shoppers, little merchandise

TORONTO - Hudson’s Bay headed into its last weekend of liquidation sales with its Toronto flagship teeming with shoppers looking for one last treasure from the department store.

Even before the Yonge Street location opened Friday, shoppers waited in front of its doors, exchanging hopes for what they’d find inside and strategizing how to beat the competition.

When they made it in, they found large swaths of the store had been emptied out, but plenty of deals still remained.

There were $10 Levi's jeans for men, $5 corsets for women and $15 pajama sets.

Oreo maker Mondelez sues Aldi, alleging grocery chain copies its packaging to confuse customers

Snack food maker Mondelez International is suing the Aldi supermarket chain, alleging the packaging for Aldi's store-brand cookies and crackers “blatantly copies” Mondelez products like Chips Ahoy, Wheat Thins and Oreos.

In a federal lawsuit filed Tuesday in Illinois, Chicago-based Mondelez said Aldi’s packaging was “likely to deceive and confuse customers” and threatened to irreparably harm Mondelez and its brands. The company is seeking monetary damages and a court order that would stop Aldi from selling products that infringe on its trademarks.

Aldi didn't respond to messages seeking comment. The U.S. branch of Aldi, which is based in Batavia, Illinois, was named in the lawsuit.

In the lawsuit, Mondelez displayed side-by-side photos of multiple products. Aldi’s Thin Wheat crackers, for example, come in a gold box very similar to Mondelez's Wheat Thins. Aldi’s chocolate sandwich cookies and Oreos both have blue packaging. The supermarket's Golden Round crackers and Mondelez’s Ritz crackers are packaged in red boxes.

Big Ocean breaks new ground as K-pop’s first deaf group

SEOUL, South Korea (AP) — Big Ocean, a three-member K-pop group composed entirely of artists with hearing disabilities, is redefining the limits of music and performance — one beat at a time.

When Big Ocean takes the stage, they seamlessly incorporate sign language into their performances. But their polished shows are built on extensive preparation using high-tech tools born from necessity — vibrating smartwatches that pulse with musical beats and LED visual metronomes that flash timing cues during practice sessions. This technological approach represents significant progress in South Korea’s entertainment industry, where career opportunities for people with disabilities have historically been limited.

The trio, PJ, Jiseok and Chanyeon, made their debut in April 2024 and recently wrapped a solo European tour marking their first anniversary. The band performed in four countries, including France and the U.K., while promoting their second mini-album, “Underwater,” which dropped on April 20.

PJ rose to prominence as a YouTuber who educated viewers about hearing disabilities. Chanyeon previously worked as an audiologist. Jiseok was a professional ski racer.