Hot Topics

Chatbots

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?   

 

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Blog
By
Forrester
Independent research and advisory firm

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?

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Blog
By
Nick_Griffin
Global Strategy Director
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With only a month to go until the deadline for compliance with the GDPR, there are concerns that many organisations are woefully under-...
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For many years contact centre and customer experience professionals have spoken about getting a single, comprehensive view of each customer...