CRM evolution 2017 – Customer Experience via AI

CRM evolution 2017 – Customer Experience via AI

by | Apr 28, 2017 | Blog

Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and...
Customer Service beyond the Chatbot Hype

Customer Service beyond the Chatbot Hype

by | Mar 6, 2017 | Blog

2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become more and more mainstream, and their support by AI and bots has become all the rage. While people more and more...
AI and Bots will kill our Future – Or Not

AI and Bots will kill our Future – Or Not

by | Jan 19, 2017 | Blog

After the Hype 2016 has been the year of bots, AI, and automation the beginning of 2017 seems to be the time of looking at wider implications. There is a lot of discussion going on in academia, politics, and on the web, e.g. the one spurred by Denis Pombriant with a...
Bots can kill Customer Experience

Bots can kill Customer Experience

by | May 23, 2016 | Blog

Bots are all the rage currently. By the looks of it they are at the peak of the hype cycle. We will see their deep fall into the trough of disillusionment soon. After all the well-known examples based on the Facebook messenger are somewhat underwhelming, to formulate...