The Sudden Death of the Website
Whether you agree with this or not (and there are plenty of people who disagree), there is a pretty powerful point to be made here. For us, we see the “shortcomings of digital” an organizational. Who should own a company’s digital presence--be it web, mobile, bot? These new media were so disruptive, companies are honestly still just figuring out how to deal with them. To-date, it’s been so departmentalized, siloed. But that results in one of the most staggerings things this author mentions which is “the cost of customer care is three times more than a company’s marketing expenses.” That’s a glaring indicator that there is a dire need for collaboration. Digital is pervasive. It isn’t just an ad campaign here or a call center there, it’s a global communication challenge that touches the entire organization. Our prediction? One of the biggest impacts AI and Bots will have is the merging of Marketing and Customer Care departments.