A new technology has now captured the imagination of CX directors everywhere – chatbots. Their promise is attractive.  They can be used to automate the way in which customers interact with brands, meaning that huge costs of human labour can be avoided.   Of course, the movement of customer service to online channels is nothing …

Amazon Echo, Google Home, Siri, Nest, Hive, Canary, and a myriad of great – and not so great – ideas on crowdfunding websites; they’re all coming to you and want to control you and your home. At the moment, the range of Smart Personal technology is roughly arranged like Maslow’s Hierarchy of Needs: Technology offering …

There are 2.5 billion smartphones in the world, and the average person interacts with one 200 times per day. That means – which by far exceeds the number of times we engage with the internet in the traditional cumbersome way: through a keyboard, mouse and a monitor. This is also how many executives who are …

Here are a couple of ironic mistakes that marketers make: they put too much trust in careful iteration, and they put too much trust in ‘human creativity.’ What do I mean by this? Well, let’s start with careful iteration. Marketers assume that the ability to A/B test content makes them scientists, edging closer to a …

It’s no secret that technology is revolutionising consumer and brand interaction. In most cases, consumers are changing their behaviour faster than most retailers can adapt their marketing strategies. Marketers must engage savvy shoppers across a plethora of channels, the competition is intense, and customer satisfaction and retention have become top priorities for most brands. , …

When was the last time you asked your computer something? There’s Siri, Google, and Cortana of course, but these systems, clever as they may be, are the thin end of a newly emerging wedge of remarkable new approaches to computer learning and marketing. If you need proof that we are entering a new era of …