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Human vs digital

We are entering a phase of automation that will change the rolesĀ of customer service, sales and marketing professionals forever.

Some may argue the rise of artificial intelligence, chatbots, data analysis and self-service puts the role of the humble human being at risk, but is this an underestimation of the value we place on human contact?

In this series we look at some of the areas of growth in automation across the sales, service and marketing functions, and assess where brands will be expected to balance the human side of their engagement with the digital, to meet customer expectations.

Channels
17th Apr 2018

Proof that brands have lost the human experience

by
Neil Davey
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Robot
Channels
25th Apr 2018

How can technology make your CX more human?

by
Guest Contributor
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chatbot woman
Engagement
4th May 2018

Brian Solis on the present & future of AI in CX

by
Brian Solis
AI
Technology
8th May 2018

Should you use messaging apps to drive engagement?

by
Chris Ward
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Messaging apps
Channels
11th May 2018

Could chatbots completely replace human agents?

by
Neil Davey
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Build blueprint
Channels
15th May 2018

When & why do chatbots make a mess of service?

by
Neil Davey
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Thinking robot
Channels
18th May 2018

5 brilliant chatbots and what they teach us

by
Chris Ward
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Chatbot
Sales performance
1st Jun 2018

Can salespeople generate leads with chatbots?

by
Chris Ward
Robot
Engagement
5th Jun 2018

How can brands nurture trust in the automated age?

by
Martin Hill-Wilson
Hands trust
Contact centres
11th Jun 2018

Why IVR might experience an unlikely resurgence

by
Chris Ward
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Robot
Channels
26th Oct 2018

Using AI to improve CX: Lessons from Netflix

by
Guest Contributor
Brain

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