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Video of the Week: Adventures in Conversational Commerce – Elizabeth Allen

Elizabeth AllenFollowing on from our Video Ristretto on Wednesday with Vitaly Friedman, and leading nicely into several sessions at Summit 17 next month (!) on voice, chat and conversation on the web, our Video of the Week also comes from Respond 17 back in May.

Dr Elizabeth Allen is a UX researcher and psychologist based in Toronto, Canada, who conducts research at the ecommerce platform Shopify to guide product teams in making strategic decisions about user experience.

Her talk Adventures in Conversational Commerce focused on designing and improving messaging bots that can autonomously handle customer service interactions, online marketing campaigns, and even make sales. It’s a fascinating area with huge potential benefits for both service operators and product vendors, and the people who buy the products and services.

It’s also fraught with potential pitfalls. Find 40 minutes to Elizabeth talk through some of what she’s learned, so far.



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Thanks for an amazing few days Web Directions. So many great themes of empathy, inclusion, collaboration, business impact through design, and keeping our future deeply human.

Laura van Doore Head of Product Design, Fathom