Brian Solis was invited to give the plenary for COBA 2020 for the Customer Owned Banking Convention, the industry’s premier annual convention. Digital Darwinism – How the Novel Economy is Setting the Stage for Relationship + Digital Transformation What can we learn from some of the colossal mistakes we have seen a number of incumbent companies make leading into COVID disruption? How can we learn from change to inspire innovation in our business and in how we work? How can…
AI, Chatbots and Designing the Next Generation of Automated Customer Engagement
No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, popular messaging channels and introduce conversational commerce capabilities that carry the potential to deliver incredible experiences. But here’s the thing…most of the interactions are basic, seeking to replicate existing transactions and experiences that only seem to wow those designing not…
