Tag: customer preference

If there is one thing 2020 has shown, it’s that the late Romantic poet Robert Burns was right, when in the 1700s he wrote, 'The best laid plans of mice and men often go awry'. COVID-19 has wreaked havoc on our ability to predict the 'what’s next' factor in our business environments and this year has seen businesses scramble from Plan A to Plan B, before working their way through the rest of the alphabet.

The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. However, the level of understanding around the best use of AI technologies, like chatbots, remains low.