IBM Festival of Disruption with Watson

A great day with superb leadership inspiration from astronaut Chris Hadfield and some fabulous, practical, customer-led digital transformation case studies.

Using bots to deal with the ‘everyday basics’ of CX so that Agents can bring humanity to complex/sensitive transactions were

  • Vodafone, including using the wonderful strategic visionary MyVodafone app
  • RBS using customer-service-bots for Customers and internally for HR and IT.

Both using are using IBM Watson and mature ideas of CX, brand experience and customer intent.

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