Channels

Building a specialised omnichannel team that serves customers regardless of channel, and with full view of the customer journey, will...
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As we have discovered in previous articles in our series, the notion that customers are prepared to ditch human interaction for a purely...
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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...
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As we discussed in an earlier article ( When and why do chatbots make a mess of customer service ), chatbot deployments are in danger of...
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