Phones are for conversation: Why bots will replace apps

GUEST: In just eight years, the smartphone has changed how people interact with the world and with businesses, from customer service to commerce to content and beyond. And more change is coming. Every company that has a mobile app or call center is going to have to interact with customers through myriad channels.
Today, those channels are primarily via social media, but that trend obscures the bigger change: messaging.
Messaging will become the primary path for customer interaction over the