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…

Read more

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.