Author: Erika Morphy

Creating Great Conversational Experiences Has Its Challenges

Creating Great Conversational Experiences Has Its Challenges

AT&T is investing in both chatbots and artificial intelligence (AI) to support its business customers and Sorabh Saxena, president of business operations at AT&T, knows the drill. “It’s important for chatbots to be personal, professional, accurate and friendly,” he said.

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What Is a Conversational Experience?

What Is a Conversational Experience?

At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions — without having to navigate cumbersome IVRs, thank you very much.

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How to Build Customer Loyalty, One Connection at a Time

How to Build Customer Loyalty, One Connection at a Time

Zach Hendrix is co-founder of GreenPal, which he describes as Uber for Lawn Care. The company recently tackled the challenge of how to inject some personality into its business to drive brand loyalty with its roughly 220,000 customers.

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