Connected BusinessApr, 2020
What could the future connected business of 2030 look like? Our Connected Business special report, published in The Times, explores how automation and robotics will impact the workforce, whether all meetings will be conducted virtually, and what human skills will be prioritised. It looks at new omnichannel approaches to customer experience, why your business needs a chief experience officer in the boardroom, and the work productivity expense of being constantly connected. The featured infographic explores chatbots' many virtues, but asks: are they really who customers want to be talking to?
They can boost customer loyalty, streamline routine communications and enhance employee productivity, but are chatbots really who we want to be talking to? Does the fact that users are twice as likely to use them for retail as for financial services point to a lack of trust in chatbots or are we simply not used to them yet?