What is a customer journey map and why do you need one?

What does a customer journey map look like? What does it consist of? What are the benefits? How can it help your organisation focus on…

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Does conversation hurt or help Chatbot UX?

This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.

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