Customer Experience Leaders

How bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker

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Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.

 

Resources mentioned:

  • Sapiens: A Brief History of Humankind (book), by Yuval Noah Harari.

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    Key takeaways (starts at 34:26):

    1. Delightful experiences can come from anywhere so be prepared to think outside the box.
    2. Look for opportunities to engage with customers and build a connection.
    3. Remember to test, measure, and learn when developing new initiatives.
      4. ...more
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