Automation is a tricky thing. You can greatly simplify processes, or you can lose the “humanity” in business. I resisted the introduction of chatbots for a long time until I saw how competently they can guide a client to payment. If you use the client's data, hook them by interests - it works great. In this regard, a cool analytical article came out, where they explained on specific cases how exactly automation with personalization changes the customer journey ocnjdaily.com
It really helped to form a new vision and arguments for the team. Take it, who is relevant.
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