Chatbots: engaging with customers like a friend

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In today’s digital age, customers, partners and employees dictate the manner in which they make purchasing decisions, gain information and seek support with issues important to them. The businesses that rapidly respond to this new environment will win in the market.

Read the full article to find out how organizations can leverage “conversational intelligence” to capture new customers and deepen the loyalty of existing ones.

The article was written by:

Jella Reblin
Consultant, Advisory Services — Customer, Ernst & Young GmbH, Germany
Stefan M. Schröder
Executive Director, Customer Service Leader — Germany, Switzerland, Austria, Ernst & Young GmbH

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