Frost & Sullivan’s Brand & Demand team, led by Elisha Gist, poured content from Jeff and others into a piece titled Can Bots and Virtual Assistants Help Boost Your Brand? Some key takeaways include:
- Millennials, who now comprise the largest group of consumers in the marketplace, are ready, eager, and able to leverage self-service and other advanced technologies–and brands who do not offer them will be at a competitive disadvantage.
- Organizations should move beyond simple automation to utilizing bots as tools to differentiate their brands, such as by incorporating their brand’s specific message
into a bot and tailoring chat to underscore brand identity.
- Testing and partnerships will shape how bots and VAs are implemented across organizations.
The piece is available for free download here at the Brand & Demand landing page, which features a quote from Jeff.
Stratecast featured thoughts by Jeff and his Stratecast colleague Tim McElligott in announcing its predictions for the year ahead: Stratecast | Frost & Sullivan Unveils 19 Communications Industry Transformational Predictions for 2017. Jeff asserts that AI–which first found commercial viability enabling a generation of virtual assistants, more commonly known as chatbots–will assume a prominent role in the big data market through its ability to search massive volumes of raw data to provide actionable insights.