Integrating chatbots into the customer journey with the Value Irritant Matrix
Mit der Customer Journey starten Ein Blick auf die Customer Journey hilft Unternehmen geeignete Chatbot- Usecases zu finden. Die Kundenentscheidungs- und -erlebniskette von Winters/Hafners (2010) dient als Grundlage zur Definition der Customer Journey. Ein paar Beispiele entlang der Kundenerlebniskette Bedürfnis erkennen Frankly erklärt seinen Webseiten-Besuchern zunächst via Chatbot, warum diese überhaupt eine 3. Säule benötigen. Optionen […]
What the DACH banks say about chatbots
Chatbots are no longer a rarity for most banks. But what exactly can the Swiss and German banks’ chatbots do? What are you planning for the future? And how did the individual projects go? I asked these and many other questions during my chatbot talk last year. You can read a summary of the most […]
AXA Switzerland has been chatting since 2016
So far, there is no single solution for integrating chatbots quickly and effectively into a company in the long term. Observations show that every company goes its own way and that is a good thing. Different approaches can be chosen depending on the degree of digitization, resources, budget and target groups. What they have in […]
