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To launch our 2021 content season, we take a look back at 2020 and the year that was - through the eyes of you, our readers, listeners and viewers. From Hyperautomation to Intelligent Automation, Machine Learning and Conversational AI, we review the five pieces of content that most caught your attention, according to our analytics - and look forward to 2021 as the year rapidly builds momentum.
The customer experience is now a strategic battleground and Conversational AI is the enabler for personalised customer experiences, at scale.
Liam Delap, Customer experience and conversational AI evangelist shares his views on how Conversational AI is re-shaping operating models and the customer service landscape.
Conversational AI is a growth area, offering new ears and a mouth for virtual assistants. Add in new arms and legs with automation and Kiwi businesses could reap big returns.