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When Humanlike Chatbots Miss the Mark in Customer Service Interactions

Humanlike chatbots can negatively impact customer satisfaction, firm evaluation, and purchase intentions.

Press Release From the Journal of Marketing: When Humanlike Chatbots Miss the Mark in Customer Service Interactions

It is important to carefully design chatbots and consider the emotional context in which they are used, particularly in common types of customer service interactions that involve handling problems or complaints.

How to Build Success and Brand Vision into Your Work

Creative pathways help to set teams up for success by driving alignment around how design choices will bring strategic opportunities to life, and can help build a forward looking brand vision into the work defining how contextual elements can create meaning for the brand in the future.