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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?   


What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience...
5th Aug 2019
Diary studies can be a great way for CX practitioners to get a window into customer behaviours, attitudes and emotions. So what are they...