Why chatbots will disappoint and messaging will thrive in 2017

GUEST: The year 2016 was pretty messy by all accounts — just look at what John Oliver has to say about it. Between Harambe, Brexit, Bowie, the American election, a Syrian refugee crisis, shootings, and, of course, the New York Jets missing the playoffs, it’s safe to say that many of us are looking forward to 2017.
But against the backdrop of all of these 2016 crises, the world of customer service has been quietly growing. We are living in what research firm Forrester h