In 2019, the percentage of companies using CRM systems rose to 74%, while the percentage of websites using chatbots is, based on my talks with customers, still below 10%. So, barring some kind of weird anti-trend, most companies that use chatbots probably use CRM systems, but not many companies that use CRM…

Needless to say, we are living through uncertain times. How the months ahead go will depend a lot on our actions as individuals, as companies, and as nations. The pace of technology has fortunately brought us new ways to communicate with…

Intro

Two years ago, I wrote my first draft of a chatbot taxonomy. My goal was to establish a…

Intro

Throughout 2019, I’ve shared my thoughts on more than a few topics around the future of customer service — everything from why E-mail, Phone, and Helpcenters will all fall out of favour (they are all inferior interfaces — slower, less…