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  • Webinar Chatbots: From Novelty to Essential Functionality

    The Next Wave of Conversation
    May 18, 2017 | Rob Koplowitz, TJ Keitt

    We find ourselves awash in chatbots, and most of them offer very limited, if any, value. That’s OK because, as is always the case with technology, a brighter future awaits when...

  • Report Customer Experience Pros: Keep The AI Bandwagon From Getting Off Track

    Building Compelling AI-Powered Experiences Requires A Four-Tiered Framework
    April 18, 2017 | TJ Keitt, Rob Koplowitz

    Companies are leaping at the chance to infuse their digital experiences with artificial intelligence (AI). Consider that it took less than a year for developers to build more than 30,000 chatbots...

  • Report A Framework For Designing AI-Human Interactions

    Building Compelling Experiences Requires A Multilayered Technology Approach
    March 15, 2017 | Rob Koplowitz, TJ Keitt

    We are on the verge of an era in which computers will augment our ability to anticipate, identify, and adapt to changes in our personal and professional lives. The systems that enable such...

  • Report Brief: IBM's New Tools For CX Ecosystem Management

    The IBM Watson Portfolio Aims To Help CX Professionals Master Their Operating Environment
    December 16, 2015 | TJ Keitt

    In October 2015, IBM held its Insight conference in Las Vegas. Most customer experience (CX) professionals didn't pay attention — but they should have. IBM showed how its emerging data assets and...

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