Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.

What Businesses Need to Understand about Chatbots– by Liraz Margalit 

You have been slammed with the topic of bots and the details of them, but why do businesses need to understand them? Bots have the potential to provide greater conveniences than apps because they can understand “natural speech patterns and provide the personal touch in an impersonal user interface.” If understood and utilized correctly, chatbots have the power to help business grow in many ways.

The Power of Personal Brands in Customer Service– by Larry Alton 

Most businesses have implemented the use of social media as a way to interact with customers, however, there’s an additional source of reach and power that many firms aren’t aware of, so it largely remains untapped: personal brands. Read more to identify the advantages and potentially improve your customer strategy.

5 Ways Artificial Intelligence is Changing Marketing and Why You Should Care– by Grant Stewart 

Read more to find out how artificial intelligence is gaining big wins in the digital marketing space and why you should be concerned if you’re on the side lines.

Here’s Why Customer Experience is Everyone’s Responsibility– by Ian Landsman 

The experience a customer has with a company will, more times than not, determine if that customer returns to the brand or takes their business elsewhere. Providing great experiences for your customers doesn’t end with your front line, it’s the entire company’s responsibility. See how every department within a company can (and should) get involved.

To learn more about providing a great customer experience across channels, download our whitepaper here.