Human vs digital

We are entering a phase of automation that will change the roles 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.

Robot
Article
24th Apr 2017
2
Back in 2011, Gartner boldly predicted that by 2020 85% of customer relationships would be managed without human intervention . While that...
chatbot woman
Article
27th Apr 2017
1
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...
AI
Article
4th May 2017
You can credit IBM’s Watson for creating a platform for artificial intelligence integration into a multitude of business and customer-...
Messaging apps
Article
8th May 2017
1
Nowhere is the balance between human and digital being tested more rigorously than through the medium of messaging apps. Whether it be...
Build blueprint
Article
11th May 2017
1
While 2016 was a breakout year for chatbots, it is worth putting the technology’s emergence in perspective. Forrester research reveals that...
Thinking robot
Article
15th May 2017
1
Organisations installing chatbots to shore up their service proposition might anticipate a few teething problems – as is the case with many...
Chatbot
Article
18th May 2017
1
We’ve seen the worst of chatbots , but what about the best? With a 70% failure rate on Facebook Messenger, it’s clear that the majority of...
Journey roadmap
Article
22nd May 2017
As we discussed in an earlier article ( When and why do chatbots make a mess of customer service ), chatbot deployments are in danger of...
1st Jun 2017
Amanda Curtis, CEO and co-founder of Nineteenth Amendment speaks fervently about the time she stepped out of her comfort zone by pitching...
Hands trust
Article
5th Jun 2017
The 2017 Edelman Trust Barometer reports a downturn. So said 33,000 people from 28 countries. It makes dramatic reading. Even the executive...
Robot
Article
8th Jun 2017
1
Ask any member of the British public their opinion about automated telephone systems, and you can expect an unparalleled, expletive-riddled...
Brain machine
Article
12th Jun 2017
In this abridged extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and...