Jeffrey Mack

Don’t Believe the Bot Hype!

There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of next-level bots, machine learning, and AI - that may or may not kill us. But, like most “next big things”,...

To Bot or Not to Bot…That is the Question

A recent article in AdAge (Why Marketers Are Betting on Bots) examined the growing trend of companies leveraging artificial intelligence in customer interactions. The cornerstone of the article centered on the Cosmopolitan of Las Vegas hotel’s use of Rose, an SMS chat bot created...

What Does Cake Have to Do with Customer Experience?

Customer Experience can be a voyage through a fog for many companies today. It’s unclear who is in charge of it. Is it Marketing? Is it Customer Service? Should it come from the top? Should there be a department that is dedicated to it? It’s…

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