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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?   



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?

Every day we talk about customer experience (CX), user experience (UX), user interaction with the mobile app or website, user data and...
Joe Heapy, co-founder of Engine Service Design answers the question of what makes some organisations better at getting more of the right...