Author: Erika Morphy

How Can Community Managers Add Value to a Digital Transformation?

How Can Community Managers Add Value to a Digital Transformation?

Managers of enterprise community portals — whether they are internal or external facing — are rarely in charge of a digital transformation project. But they are on the front lines of such changes and the first to feel, or rather hear about, the pain when things start to go awry.

Continue reading...

What Tools Do You Need to Create a Great Conversational UX?

What Tools Do You Need to Create a Great Conversational UX?

It can be a mighty task to create a conversational user experience (UX). To be sure, there is plenty of hardware and software on the market to support the foundation of conversational UX, such as voice and chat box technology. But, the very definition of conversational UX requires that this

Continue reading...

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.

Continue reading...

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.

Continue reading...