The Conversational Business: How Chatbots Will Reshape Digital Experiences

Intended for executive leadership who are looking to better understand the implications of conversational business technologies, and need to decide where to focus time and investment in conversational interfaces. Gartner predicts that by 2019, virtual personal assistants "will have changed the way users interact with devices and become universally accepted as part of everyday life." For this report, Altimeter interviewed 24 enterprise companies, technology innovators, and other experts to gauge the potential risks and opportunities of conversational interfaces. We interviewed industry leaders to identify use cases, design principles, and strategic implications for customer experience, business models, brand strategy, and innovation. Our goal, and a focus of this report, is to help business leaders better understand the implications of conversational interfaces so they can make informed decisions about how to leverage this technology.