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Chatbots officially entered our collective stream of consiousness in April 2016, when Facebook made its Messenger platform open to widespread chatbot development. But behind the buzz, what's the reality of artificial intelligence in chat? Can conversational robots really solve all our customer service, sales and marketing headaches?   



Customer journey

Forrester research says 63% of marketing professionals now rely on journey maps. The question is - how do you ensure your journey maps are leading to the right outcomes, include the right people and incorporate the right technology?

Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their...
Customer journey mapping is most effective when it harnesses attributes of customer value and customer needs - the best customer profiling...