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Latest 03 Jul 2019 | Customer Service | 11 min read

9 Favorite Thought Leaders In CX Chatbots

As customer support chatbots rise in popularity and are viewed as a necessity by customers and support managers, several thought leaders have risen to guide the conversation. We’ve compiled some of their best insights to help illustrate just how important chatbots are when it comes to digital support.

Scale your CX efforts with Conversocial’s Bot Platform

1) Matt Schlicht, Founder and Editor of Chatbots Magazine

Twitter: @MattPRD

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Matt Schlicht is the Founder and Editor of Chatbots Magazine, a publication that’s consistently on the forefront of all things chatbot news. He’s written numerous must-read articles about chatbots including The Complete Guide to Conversational Commerce. As he says in The Complete Guide, “The emergence of conversational commerce gives businesses the ability to communicate with each of their customers in a private, personalized, and two-way environment.” When new chatbot updates are created and info is revealed, he’ll be the first to let you know.


2) Michael Krigsman, CEO and author

Twitter: @mkrigsman

Michael Krigsman

Michael Krigsman is  Founder and Industry Analyst at CXOTalk, a columnist at ZDNet, and the former CEO of both Cambridge Publications and Asuret. He’s recognized internationally as an expert on customer experience and chatbots. On CXOTalk, Krigsman interviews the top business innovators and technology leaders, and is one of the top resources for insights on AI and digital transformation. Listen to his conversation with Capital One’s Ken Dodelin about how conversational AI is changing support as we know it here.

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3) Ido Bornstein-HaCohen, CEO & President of Conversocial

Twitter: @IdoHacohen

Ido Profile

No stranger to the digital care industry, Ido was recently appointed to CEO of Conversocial. Spearheading a vision for enabling brands to provide an effortless experience to their customers through conversational CX, he’s helping lead the customer service revolution towards harmoniously bringing automation, human agents and messaging altogether. As he recently quoted, "combining automation and humans on one single platform, and by tapping into the power of messaging channels, brands can break the CX cost equation.”


4) Shane Mac, Former CEO of Assist (Acquired by Conversocial in 2019) 

Twitter: @ShaneMac

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Shane Mac was the CEO and Co-Founder of Assist, a leading automated assistant platform for messaging and now heads up Conversocial's strategic partnerships. He has excellent insights into the future, design, and key functionality of bots and AI, and he’s a rather entertaining Twitter follow. 


5) Vivian Rosenthal, Co-founder of Frequency, Snaps and Lavva.

Twitter: @vivianrosenthal

CX chatbot blog

When it comes to brand recognition and reaching younger generations through branded messaging, Rosenthal is an expert. Snaps, one of the companies Rosenthal has founded, ushered in a new communication platform melding AI, AR, text and visuals. The Snaps platform has powered over a billion engagements to date! Besides regularly sharing her chatbot insights on her Twitter page, she’s a gifted poet and painter and shares her art on her website.


6) Marlene Jia, former COO and Co-Founder of TOPBOTS

Twitter: @mjia

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Jia is an AI expert and helps brands such as L’Oreal, PayPal, and WPP integrate chatbot messaging into their brand offerings. She’s the author of Applied Artificial Intelligence, a go-to book for business leaders who are passionate about leveraging machine intelligence to improve their companies.


7) Jack Clark, Policy Director at OpenAI

Twitter: @jackclarkSF

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OpenAI’s Jack Clark has over a decade of professional AI experience and he puts out an excellent newsletter for anyone looking to learn more about the potential, benefits, and shortcomings of AI and chatbots in business. Not only is his Twitter feed full of insights like why the next-generation of AI will have common sense, but he’s also known to throw in beautiful nature photos from his travels. 


8) Dharmesh Shah, CTO and Founder of HubSpot

Twitter: @dharmesh

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Besides founding famed SaaS startup HubSpot and authoring the book Inbound Marketing, Dharmesh Shaw engineered HubBot, the HubSpot chatbot that countless marketers have encountered on the website. A seasoned public speaker, he has tips not only for building quality bots but also for how to be a successful pioneer in your industry.


9) John Hagel, Co-Chairman of Deloitte Center for the Edge 

Twitter: @jhagel

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Last but not least, we’ll leave you with a powerful quote from industry leader John Hagel: “AI technology will continue to evolve at an exponential pace but the key to unleashing the full economic value of this technology will hinge on two things. First, it requires the ability to generate and aggregate relevant data to fuel the AI engines. Without data, AI remains dumb. Second, people will need to become more adept at framing really powerful questions and re-imagining their own tasks in ways that more fully leverage their own unique human capabilities to generate greater impact from the insights that AI delivers.”


Want to know more about the value that automation and messaging will lend to a brand? Check out our latest case study with industry pioneers, Aer Lingus:




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