Channels

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Customers won't always conform to a controlled path of events and channels. Marketers need to embrace their unpredictability. As marketers...
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While 2016 was a breakout year for chatbots, it is worth putting the technology’s emergence in perspective. Forrester research reveals that...
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In this extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and Big Data...
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A new investigation into customer service in the UK has revealed that there is a “secret army” of untrained customer service workers that...
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