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In the age of the fourth industrial revolution, customers expect a sophisticated and efficient experience. The chatbot is increasingly seen as a tool that can help companies rise to the challenge as it graduates from the functional to the increasingly sophisticated to offer real engagement in customer’s lifestyles. In this whitepaper we explore how chatbots are becoming game changers for customer experience but also what challenges we face with them.

In this article, Neil Hoyne, Head of Customer Analytics at Google (US) shares how you can make start to truly engage your customers through effective data capture and measurement techniques and the types of tools Google is using to achieve this in an increasingly connected and customer-domin

It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead.

The good news is that you don’t have to be a tech-nerd to build your own chatbot. Ahead of the Intelligent Chatbots Summit the team have created a handy and easy digestible list of things to consider when designing your chatbot. What platform or framework will you use? What kind of personality will it have? All this and more when you download the article. 

96% of businesses believe chatbots are here to stay. As they get smarter and smarter, brands are looking to see how they can use them in increasingly innovative, customer friendly ways. Whilst there are still flaws to iron out, the benefits they could bring to a businesses’ customer experience are game changing. By talking to experts about their chatbot projects and exploring current trends, we identify smart things that chatbots can do now and what they could be capable of going forward. 

Past presentation from Ravi Madavaram, Head of Artificial Intelligence, Axiata

Past presentation from

Jim Zhang, Staff Algorithm Engineer, Alibaba

When executed right, chatbots can deliver huge value to your customer service. The key is making sure your chatbot has exceptional design and offers clients a seamless and rewarding experience.

We spoke with Ulyses Ty, Head of Applications Services, Asia Service Centre-Philippines, Sun Life, about the creation of their chatbot ‘Sunshine.’ We discussed how they met their goals through thorough planning, what their challenges were and what their future plans are. 

Past presentation from

Felix Kurniawan, Chatbot Product Lead - Dispute Settlement & Operations, Tokopedia

Past presentation from Haiqing Chen, Senior Technical Expert, Alibaba Intelligence Innovation Center, Alibaba

What does the next generation of chatbots look like?

In this report we explore

• How advancing technology will improve customer experience
• How chatbots will drive business efficiency forward
• And how we drive value from their continuous improvement

Past presentation from Jason Tamara Widjaja, Associate Director, Global Data Science Competency, Merck