Drawing on her report The Conversational Business: How Chatbots Will Reshape Digital Experiences, Susan Etlinger shares use cases, emerging best practices, and design and CX principles from organizations building consumer-facing chatbots, covering the risks and opportunities of conversational interfaces, the strategic implications for customer experience, business models, brand strategy, and recent innovations.
Susan Etlinger is an industry analyst at Altimeter. Her research focuses on the impact of artificial intelligence, data, and advanced technologies on business and culture and is used in university curricula around the world. Susan’s TED Talk, “What do we do with all this big data?,” has been translated into 25 languages and has been viewed more than 1.2 million times. She’s a sought-after keynote speaker and has been quoted in such media outlets as the Wall Street Journal, the BBC, and the New York Times.
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