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I see more and more companies that make virtually impossible to talk to a human being when you have a problem with their service. I do wonder what the narrative behind this decision is. Is it to respond to increasing demands on behalf of the customers? To become more efficient by outsourcing some of the operations? It seems that in a couple of years, more than 80% of all customer service interactions will be handled without the need for a human being. As in many other areas,

When was the last time you bought a product or a service because you saw it in an ad? Most likely you want to have an experience of the brand first: how it feels, how it looks, and whether someone would recommend it or not. Marketing is not a clinical operation made up of Excel spreadsheets, logarithms and figures. The people that you’re trying to reach are human beings, and humans need to trust you before they engage with something new. Automatisation and optimisation will m