The article originally published in Forbes on 12/4/2017. The chatbot craze began in 2016 with Facebook’s announcement of a developer-friendly platform to build chatbots on Facebook messenger. Soon, chatbots were heralded as the next stage of the conversational revolution. Toolkits that helped you build a bot in five minutes grew popular, companies...

In this Q&A guest-post, a well renowned Principal Analyst@Forrester Research serving application development and delivery professionals contributed his thoughts on the trends, pitfalls and best practices of AI-chatbots on customer experience(CX) and customer support operations. This blog is part 1 of the two-part Q&A series.   1) What’s your...

The financial services sector is lagging in customer engagement, despite being a leader in modernizing across more complex functions, like trading and managing transactions. What gives? The handbook Customer Service for Dummies says to “design customer-centric processes and technologies” that “focus on the customer’s convenience rather than on...