In 2002, Jeff Bezos issued what is now known as the API mandate: ‘The new direction at Amazon is that all capabilities will be designed and exposed as APIs’. This is an early version of what is today called API-first. The growing maturity of cloud, with its virtually unlimited processing power, and the reality of […]
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How Bots Can Ensure Customer Experience Remains King
With more contact points than ever before, businesses need to ensure a smooth omnichannel experience. However, this is easier said than done. The customer service technology ecosystem has grown increasingly more complex over time, with communication channels ranging from emails and phone calls to social media, web chat, and self-service platforms. This is especially challenging […]
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