Conversational AI
From mediocre chatbot to valuable assistant: The step to conversational AI 2.0
Learn how a chatbot can evolve from a Q&A resource to a process assistant, with natural language, integrated processes, and a reliable knowledge base.
Articles and interviews
Ideas to help youmake better decisions.
Full articles on customer communication, AI, accessibility, customer experience, and digital transformation.
Selected for you
Read what's happeningand what you can do about it.
Full articles on customer communication, AI, accessibility, customer experience, and digital transformation.
Accessibility
EAA compliance in 8 steps
A practical roadmap for financial organizations looking to structurally organize digital accessibility.
AI and human contact
AI in customer relationships: When does it work and when doesn't it?
Practical tips to determine where AI adds value and where personal contact remains important.
Channel Strategy
Find the balance between efficiency, accessibility, and human contact
Discover how to choose channels that suit your customer, your processes, and the desired service level.
Privacy and Law
Digital customer interaction and law: What about GDPR?
An accessible explanation of privacy, personal data, and responsible digital customer contact.
AI Governance
Why insurers no longer dare to take the risk of AI
An analysis of the risks surrounding AI agents and chatbots, with lessons for financial service providers.
Accessibility
The European Accessibility Act as an opportunity for a better customer experience
Why accessibility goes beyond compliance and can also improve the experience for all customers.
Personalized Video
Data in video for a more personal customer experience
How customer data and interactive video can make complex information more understandable and relevant.