The AI in Business Podcast
848 episodes - English - Latest episode: 11 days ago - ★★★★ - 101 ratingsThe AI in Business Podcast is for non-technical business leaders who need to find AI opportunities, align AI capabilities with strategy, and deliver ROI.
Each week, Emerj Artificial Intelligence Research CEO Daniel Faggella interviews top AI executives from Fortune 500 firms and unicorn startups - to uncover trends, use-cases, and best practices for practical AI adoption.
Subscribe to Emerj's weekly AI newsletter by downloading our "Beginning with AI" PDF guide: https://emerj.com/beg1
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
Speech Recognition and Transcription in Law and Legal
March 28, 2019 18:13 - 22 minutes - 20.6 MBHave you ever been frustrated with how Alexa or Siri don't always understand your verbal requests? If so, then you already understand the problem that our guest this struggles with. He's Tom Livine, co-founder and CEO of Verbit.ai. Verbit is a company that focuses on AI for transcription. They use a combination of machine learning and human experts to transcribe audio in different accents, in different noise environments, with different diction, to give people more accurate results and hop...
Speech Recognition and Transcription in Law and Legal
March 28, 2019 18:13Have you ever been frustrated with how Alexa or Siri don't always understand your verbal requests? If so, then you already understand the problem that our guest this struggles with. He's Tom Livine, co-founder and CEO of Verbit.ai. Verbit is a company that focuses on AI for transcription. They use a combination of machine learning and human experts to transcribe audio in different accents, in different noise environments, with different diction, to give people more accurate results and hop...
Why Executives Should Keep Up with AI Trends in Business
March 22, 2019 21:02 - 23 minutes - 21.4 MBI hope that by the end of this episode of the AI in Industry podcast, you'll not only be able to hire better data scientists who will be a fit for your business problems and build better data science teams, but also pick the AI applications and use cases that you should bring into your business versus those that you shouldn't. This episode, we interview Brooke Wenig, the machine learning practice lead at Databricks. Databricks was founded by the folks who created Apache Spark. Those of you...
The Strengths of the AI Ecosystem in China - Perspectives from a UN Leader
March 21, 2019 18:02 - 20 minutes - 18.9 MBIf you want to understand the international competitive dynamics of artificial intelligence, particularly the US and China, starting with the United Nations is probably not a bad move. This week, I spoke with Irakli Beridze, the head of the Center for Artificial Intelligence and Robotics at the UN, particularly under the wing called UNICRI, the organization's crime and justice division. Irakli was kind enough to invite me to speak at a recent event in Shanghai held by the UN and by the Sha...
AutoML and How AI Could Become More Accessible to Businesses
March 14, 2019 16:12 - 23 minutes - 21.9 MBDiscover how so-called autoML, or automated machine learning, could bring AI to more businesses by allowing users to build AI models faster and cheaper. Read the full article, where we go into further detail, at Emerj.com. Search for "AutoML and How AI Could Become More Accessible to Businesses"
AI for Enterprise Legal Departments - Contract Analysis and More
March 07, 2019 22:33 - 23 minutes - 21.6 MBAI has numerous use cases in legal, from document search to compliance and contract abstraction. This week, we speak with Lars Mahler, Chief Science Officer for LegalSifter, about what's possible with AI for legal departments today and how AI applications for legal teams, such as natural language processing-based contract analysis, work. In addition, Mahler discusses how lawyers at companies and data scientists work together to train machine learning algorithms. He provides some insight in...
Data Challenges in the Healthcare Industry
February 28, 2019 19:53 - 30 minutes - 27.9 MBThere's a lot of venture money pouring into artificial intelligence in healthcare. From pharma to hospitals and beyond, the potential applications in healthcare are promising. Late last year, we spoke for The World Bank about our proprietary AI in healthcare research, and speaking with governments, it's clear that there are hurdles that healthcare companies have to overcome to access data for training AI systems. Broadly, most of the folks that we speak with who are innovating in AI an...
Success Factors for AI Business Models - A Venture Capitalist's Perspective
February 21, 2019 21:33 - 21 minutes - 20 MBSaying that your company does artificial intelligence might still have a slightly cool ring to it if you're talking to one of your peers at a conference, but it doesn't mean very much to venture capitalists today, who've been battered with machine learning and artificial intelligence in every pitch deck they've seen for the last three or four years. I wondered, from a venture capitalist perspective, what makes an AI company's value proposition actually strong? What is it that makes an AI s...
What Makes a Successful AI Company? - A Venture Capitalist's Perspective
February 14, 2019 16:41 - 24 minutes - 23 MBIf one wants to start a general search engine, they're going to have to compete with Google. If one wants to start a general eCommerce platform, they'll have to compete with Amazon. But the same dynamics play out on a smaller scale. There are going to be some established players, some big tech giant, be it IBM or someone else, who already has a product. When it comes to getting a new AI product out to market, how does one compete with the big guys? This week's guest is Mike Edelhart, who...
Why It's Exceedingly Difficult to Build and Adopt AI in Business
February 07, 2019 19:07 - 36 minutes - 33.2 MBA lot of AI in the press is CMOs or marketing people talking about what a company can do in a way that really is aspirational. They're speaking about what they can do, but in reality, the things that they're talking about, the capabilities won't be unlocked for maybe a year or more. These are just things on the technology road map, but people speak about them like they exist now. This week, we speak with Abinash Tripathy, founder and Chief Strategy Officer at Help Shift. They've raised upw...
How to Build Data Science Teams for AI Projects
January 31, 2019 17:53 - 25 minutes - 23.1 MBThis week we interview a leader at Facebook. Jason Sundram is the lead of World.ai at Facebook, which is one of their efforts to work with public data around roads and population and other projects of that kind. But Sundram is also highly involved in the Boston office here, where Facebook will soon have around 650 employees. Many of them focus on data science and artificial intelligence. Last time we talked about personalization in AI with Hussein Mehanna, who was Director of Engineering a...
How AI and Data Science Could Better Inform Public Policy Decisions
January 24, 2019 22:01 - 26 minutes - 24.5 MBOne of the promises of artificial intelligence is aiding humans in making smarter decisions. Whether it's in pharma, retail, or eCommerce companies, the idea of being able to pool together streams of data and coax out the insights that would help make the best call for the organization to reach its goals is the promise of artificial intelligence. As it turns out that same dynamic is sort of happening in the public sector where AI is now being used to inform policy. This week we intervi...
The State of Natural Language Processing in the Sales Process
January 17, 2019 20:16 - 25 minutes - 23.9 MBSales is a big part of any sort of B2B firm. We speak this week with Micha Breakstone, co-founder of Chorus.ai. He holds a PhD in Cognitive Sciences from the Hebrew University in Jerusalem, and prior to starting his own company, he studied for a few years at MIT and was working on NLP at Intel. He speaks with us this week about where AI is being applied to sales, answering questions such as: How can managers better train salespeople? How can salespeople better find the patterns that lea...
AI for Contract Analysis in the Enterprise
January 10, 2019 20:27 - 24 minutes - 22.3 MBClose to a year ago, we had an interview here on the AI in Industry podcast with Jeremy Barnes of Element AI. We visited their headquarters in Montreal, and we'd interviewed Yoshua Bengio a couple years before that. Jeremy had brought up one point in that interview that I really like and that transfers its way into this conversation, which is that businesses should think not just about being more efficient with artificial intelligence, but places where they can actually make a real differenc...
Computer Vision for Medical Diagnostics in the Chest Area
January 02, 2019 21:54 - 22 minutes - 20.9 MBEpisode Summary: Recently, we were called upon by the World Bank to do a good deal of research on the potential of applying artificial intelligence to health data in the developing world. Diagnostics was a very big focus of the information that we presented. It appears as though diagnostics is an area of great promise with regards to AI, and that's what we're focusing on in this episode the podcast. This week, we speak with Yufeng Deng, Chief Scientist of Infervision, a company that focuse...
How AI Will Become More Accessible to Retailers
December 27, 2018 20:26 - 25 minutes - 23.6 MBArtificial intelligence plays a role in the future of retail in terms of a deeper understanding of customers going beyond intuition. This week, we speak with Pedro Alves, CEO of a company called Ople, based in San Francisco. Alves was previously the Head of Data Science at a number of companies in addition to being Director of Data Science at Sentient Technologies, one of the best known AI firms in the Bay Area. Sentient has raised upwards of $200 million. We talk with Pedro about the futu...
Machine Learning for Decision Support in Tax and Accounting
December 20, 2018 20:44 - 24 minutes - 22.8 MBA lot of machine learning applications in business can be boiled down to some form of decision support. There are big decisions like deciding whether or not to merge or acquire another company, and there might be smaller decisions like whether or not a tumor has enough traits that make it seem like it's worth a surgical procedure or if it's worth leaving alone. In this particular interview, we talk about the domain of decision support, specifically in tax and accounting. There are few firm...
An Overview of AI for Wealth Management - What's Possible Today?
December 18, 2018 17:32 - 30 minutes - 27.8 MBWe spoke with Robert Golladay, General Manager, Europe at CognitiveScale, which offers AI software that helps both wealth advisors personalize insights and identify new opportunities for clients. According to Golladay, AI is being applied to wealth management services in two areas today: Personalization: Helping financial advisors identify the investment preferences of a client and provide personalized advice to a degree that was not possible before. This might involve taking into account f...
Data Challenges in the Defense Sector
December 16, 2018 17:30 - 24 minutes - 22.7 MBThis week, we're going to be talking about the defense sector. We interview Ryan Welch, CEO of Kyndi, a company working on explainable AI. We focus specifically on the unique data challenges of the defense industry, as well as the general use case of AI in defense writ large. Many of the challenges that the defense sector has to deal with transfer to other spaces and sectors. Business leaders that deal with extremely disjointed text information, what is sometimes called "dark data," and info...
What It Looks Like to Be Ready for AI Adoption in the Enterprise
December 07, 2018 20:45 - 23 minutes - 21.8 MBWhether we're talking about customer service, marketing, or building developer teams, what we try to do on our AI in Industry podcast is bring to bear lessons that are transferable. There are few more transferrable ideas than what makes a company ready to adopt AI. When it comes to the willingness and the ability to integrate AI into a company strategy and to fruitfully adopt the technology to really see an ROI, what do the companies that do so successfully have in common? What do the compan...
How AI Can Help Retailers With Inventory Optimization
December 02, 2018 17:29 - 20 minutes - 19.3 MBEpisode Summary: This week we talk to Alejandro Giacometti, the data science lead at a company called EDITED, based in London. The company claims to help retailers with inventory optimization, and we speak with Alejandro about how artificial intelligence can be used to search the web for the product clusters and individual products of major retailers to help inform other retailers on what products might be popular. There are two primary takeaways from this episode. The first is the broad c...
When to Upgrade Your Hardware for Artificial Intelligence
November 25, 2018 14:41 - 19 minutes - 17.9 MBSome businesses are going to require a sea change in the way that their computation works and the kinds of computing power that they're leveraging to do what they need to do with artificial intelligence. Others might not need an upgrade in hardware in the near term to do what they want to do with AI. What's the difference? That's the question that we decided to ask today of Per Nyberg, Vice President of Market Development, Artificial Intelligence at Cray. Cray is known for the Cray-1 super...
Setting Up Retail Stores for Machine Learning - Cameras, Microphones, and More
November 18, 2018 17:14 - 25 minutes - 23.6 MBWe speak this week with Aneesh Reddy, cofounder and CEO of Capillary Technologies. Capillary is a rather large firm based in Singapore. Aneesh is in Bangalore himself. The firm focuses on machine vision applications in the retail environment. How do we instrument a physical retail space so that, with cameras, we can pick up on the same kind of metrics that eCommerce stores can? Retail stores, as Reddy talks about in this episode, have to focus on the data that they get from the checkout co...
How to Use AI to Hire and Recruit Talent
November 11, 2018 16:25 - 19 minutes - 18.1 MBIn this episode of AI In Industry, we interview Nick Possley, the CTO of a company called AllyO, based in the San Francisco Bay area. We speak with Nick about where artificial intelligence and machine learning are playing a role in recruiting today and how picking the right candidates from a pool is in some way being informed by artificial intelligence. Whether a business leader is hiring dozens and dozens of people or whether they ’re just interested in understanding how AI can engage with ...
How to Get a Chatbot to do What One Wants in Business
November 04, 2018 22:56 - 28 minutes - 26 MBWhat makes a chatbot or a conversational interface actually work? What kind of work does one need to do to get a chatbot to do what one wants it to do? These are pivotal questions and questions that for most business leaders are still somewhat mysterious, but that’s exactly what we’re aiming to answer on this episode of the AI in Industry Podcast. This week we speak with Madhu Mathihalli, CTO and co-founder of Passage AI. We speak specifically about what kinds of tasks conversational inter...
Balancing Machines and Human Employees When Adopting AI in the Enterprise
October 26, 2018 22:51 - 20 minutes - 18.5 MBEpisode Summary: In this episode of the AI in Industry podcast, we interview Rajat Mishra, VP of Customer Experience at Cisco, about the best practices for adopting AI in the enterprise and how business leaders should think about the man-machine balance at their companies. Mishra talks with us about how the executive team should be able to imagine the future of specific work roles that might integrate AI technology or envision how those roles will shift in the short-term. In other words, how...
How IT Services Firms Can Adapt to Artifical Intelligence
October 21, 2018 16:08 - 24 minutes - 23 MBIn this episode of the AI in Industry podcast, we interview Nikhil Malhotra, Creator and Head of Maker's Lab at Tech Mahindra, about how artificial intelligence changed the nature of IT services and business services in general. Malhotra talks about what businesses should consider to make themselves relevant for the future. In addition, he discusses the philosophy shift that has to happen for people to be appreciative of the process of problem-solving, and to see profit and growth from AI. W...
Predicting Sales Propensity with Artificial Intelligence - Opportunities and Challenges
October 14, 2018 16:52 - 22 minutes - 21 MBEpisode Summary: Prominent technology companies like Google and Amazon lead the way in the B2C world, having access to streams of searches, clicks, and online purchases. They have access to large volumes of consumer data pointss numbering in the billions that can be used to train machine learning algorithms. B2B companies operate under a different model: "propensity to buy," as it's called. A typical B2B company might at most make a couple hundred sales per year, and many B2B companies mak...
Bridging the Data Science Gap - Why Subject-Matter Experts Matter
October 12, 2018 20:55 - 23 minutes - 21.4 MBFor business leaders who are thinking about integrating AI into their company or who are just in the very beginning of that journey, this may be a useful episode of the podcast. Many times, people think that finding the right talent is the biggest challenge when it comes to integrating AI into the enterprise. Much of our own research and conversations with machine learning vendors and the consultants trying to sell AI into the enterprise actually think there's another, bigger problem: com...
How Machine Learning Could Help CPG Companies Beat Out Their Competitors
October 12, 2018 01:27 - 22 minutes - 20.8 MBOne of most fun parts about doing our geolocation pieces at TechEmergence is that we are able to interview so many people within a given country or city. Recently we did a huge piece on AI in India. We got to interview folks from the government and the bigger existing businesses, as well as a handful of people at the unicorns in Bangalore. One of those companies is Fractal Analytics. Fractal Analytics works in a number of spaces. One of them, consumer packaged goods, is an area on which we...
AI for Enterprise Search - Challenges and Opportunities
October 07, 2018 15:12 - 20 minutes - 19.3 MBIn this episode of the AI in Industry podcast, we interview Grant Ingersoll at Lucidworks, about enterprise search. Ingersoll talks about how companies have massive amounts of siloed data, making it difficult to find within enterprise systems. We hope businesses might take away from this interview what is required and what is involved in building search applications to make corporate data more accessible and structured. Ingersoll will also discuss how data strategies are going to evolve an...
How to Determine the Data Needs of an AI Project or Initiative
September 30, 2018 17:14 - 22 minutes - 21 MBWe receive a lot of interest from business leaders in the domain of data enrichment, and we've executed on a few campaigns for these businesses. At the same time, our audience seems particularly interested in the collection of data to train a bespoke machine learning algorithm for business, asking questions related to how to get started on data collection and from where that data could come. This week on AI in Industry, we seek to answer those questions. We are joined by Daniela Braga, CEO...
Data Collection and Enhancement Strategies for AI Initiatives in Business
September 27, 2018 19:55 - 30 minutes - 28.4 MBThere’s more to successful AI adoption than picking the right technology. Business leaders should be aware of the technical requirements of the initiative they’re undertaking, and few of those requirements are as important as data. For this episode, we spoke with Mark Brayan, CEO of Appen, a firm that offers crowdsourced training data for machine learning applications. We discuss how developing a sound data strategy is essential for using AI to solve business problems. Brayan also helped ...
The State of AI for Sales Enablement, and the Evolution of the CRM
September 23, 2018 16:02 - 23 minutes - 21.9 MBOver the last year, we've covered a lot of marketing applications. Many people know of our deep marketing research we've done on the landscape of machine learning in marketing applications and which industries will be affected first. But marketing doesn't tell the whole story when it comes to B2B sales. At some point, we need to take these clicks and turn them into appointments, for example. In this episode of AI in Industry, we are joined by Vitaly Gordon, VP of Data Science and Engineering...
AI for Retail and eCommerce in India - Challenges and Opportunities
September 14, 2018 22:23 - 23 minutes - 21.4 MBIn this episode of the AI in Industry podcast, we interview Sumit Borar, Senior Director of Data Sciences and Engineering at Myntra, an eCommerce site for fashion, about the current and future state of eCommerce personalization and how the way customers in India purchase products online affect that personalization. Myntra talks about the challenges of bringing dialed-in personalized recommendations to the physical world and the challenges of bringing eCommerce into the developing world. In...
The Future of Drug Discovery and AI - The Role of Man and Machine
September 09, 2018 14:17 - 25 minutes - 23.9 MBThis week on AI in Industry, we speak with Amir Saffari, Senior Vice President of AI at BenevolentAI, a London-based pharmaceutical company that uses machine learning to find new uses for existing drugs and new treatments for diseases. In speaking with him, we aim to learn two things: How will machine learning play a role in the phases of drug discovery, from generating hypotheses to clinical trials? In the future, what are the roles of man and machine in drug discovery? What processes ...
AI for Government and NGO Social Good Initiatives - an Interview with the Wadhwani Institute
September 02, 2018 16:44 - 21 minutes - 19.4 MBWe usually discuss the impact of artificial intelligence on a business's bottom line, but governments and NGOs are also considering AI as a mechanism for improving society. This week on the AI in Industry podcast, Anandan Padmanabhan, CEO of the Wadhwani Institute for Artificial Intelligence in India, speaks to us about where and how the public sector should consider leveraging AI. Padmanabhan discusses the challenges that the Indian government faces in providing education and healthcare...
Machine Learning for Video Search and Video Education - How it Works
August 26, 2018 15:38 - 30 minutes - 28.1 MBAI has made it easier to understand text as a medium in a deeper, more efficient way and at scale. With video, the situation is quite different. Searching for content within videos is more challenging because video is not just voice and sound, it is also a collection of moving and still images on screen. How could AI work to overcome that challenge? In this episode of the AI in Industry podcast, we interview Manish Gupta, CEO and co-founder of VideoKen, about the future of video search as ...
AI in Industry: How AI Ethics Impacts the Bottom Line - An Overview of Practical Concerns
August 20, 2018 17:05 - 26 minutes - 24.3 MBThis week on AI in Industry, we are talking about the ethical consequences of AI in business. If a system were to train itself to act in unethical or legally reprehensible ways, it could take actions such as filtering or making decisions about people in regards to race or gender. When machine learning is integrated into technology products, could a misbehaving system put the company at financial and legal risk? Our guest this week, Otto Berkes, Chief Technology Officer of New York-based ...
How Recommendation Engines Actually Work - Strategies and Principles
August 19, 2018 16:35 - 20 minutes - 18.5 MBWhen we think of recommendation engines, we might think of Amazon or Netflix, but while consumer goods and entertainment might be the most prominent domains for recommendation engines, there are others. This week, we speak with Madhu Gopinathan of MakeMyTrip.com, one of the few Indian unicorn companies, about recommendation engines for travel companies. According to Madhu, MakeMyTrip’s recommendation engine has to figure out the best hotels for customer given their destination, but recomm...
What Executives Should be Asking about AI Use-Cases in Business
August 15, 2018 19:37 - 23 minutes - 21.4 MBWhen contemplating a new venture into AI or machine learning, companies need to take on a number of important considerations that relate to talent, existing data and limitations. One way executives can judge how successful or appropriate and AI project would be for their company is to examine use cases of businesses that have previously done something similar. With AI and machine learning news increasing in tech media, a business leader may find it challenging to cut through the hype and ...
NLP for Text Summarization and Team Communication
August 12, 2018 15:36 - 17 minutes - 16.5 MBEpisode Summary: In this episode of the podcast, we interview AIG’s Chief Data Science Officer, Dr. Nishant Chandra, about natural language processing (NLP) for internal and team communication. Dr. Chandra talks about how NLP can help with sharing documents with specific team members whose roles warrant viewing those documents. Instead of a broad memo that would go out across the company, a document could be transformed to a tailored message depending on the individual receiving it. For in...
How to Determine the Best Artificial Intelligence Application Areas in Your Business
August 03, 2018 19:40 - 22 minutes - 20.4 MBThis week’s episode of the AI in Industry podcast focuses on two main questions. First, how should business leaders determine the most fruitful, potential applications of AI in their business? Second, how do they choose the right one into which to invest resources? This week, we interview someone who has spoken with a number of CTOs and CIOs about early adoption strategies for machine learning for customer service, marketing, manufacturing and other applications. He is Madhusudan Shekar, P...
The Financial ROI of AI Hardware - Top-Line and Bottom-Line Impact
July 30, 2018 20:24 - 24 minutes - 22.7 MBAt TechEmergence, we often talk about the software capabilities of AI and the tangible return on investment (ROI) of recommendation engines, fraud detection, and different kinds of AI applications. We rarely talk about the hardware side of the equation, and that will be our focus today. For hardware companies like Nvidia, stock prices have soared thanks to the popularity of new kinds of AI hardware being needed not only in academia but also among the technology giants. Increasingly, AI hard...
The Future of Advertising and Machine Learning - Audience Targeting, Reach, and More
July 29, 2018 23:22 - 19 minutes - 17.5 MBEpisode Summary: Facebook and Google’s advertising complex is founded on machine learning, allowing people to self-serve their data needs across a broad audience. India-based InMobi is a company in the advertising technology space that delivers 10 billion ad requests daily. Today, we speak with Avi Patchava, Vice-President of Data Sciences and Machine Learning at InMobi, which operates in China, Europe, India, and the US. Patchava explains how machine learning plays a role in appropriately...
How Existing Businesses Should Organize Their Data Assets for AI
July 22, 2018 23:51 - 30 minutes - 28 MBCompanies with wells of data at their disposal may find themselves asking how they can use them in meaningful ways. Generally speaking, a clean set of data is the foundation for AI applications, but business owners may not know how exactly to organize their data in a way that allows them to best leverage AI. How exactly does a business transition from having data with the potential for usefulness to having data that’s going to allow for an accurate, helpful machine learning tool—one that can...
White Collar Automation in Healthcare - What's Possible Today?
July 15, 2018 04:00 - 21 minutes - 19.9 MBEpisode summary: In this episode of Ai in industry, we speak with Manoj Saxena, the Executive Chairman of CognitiveScale, about how AI and automation are being applied to white-collar processes in the healthcare sector. In simple business language, Manoj summarizes key healthcare applications such as invoicing handling, bad debt reduction, claims combat, and the patient experience, and explains how AI and automation can make these processes more efficient to improve the patient experience ...
Using NLP for Customer Feedback in Automotive, Banking, and More
July 08, 2018 16:50 - 21 minutes - 19.5 MBEpisode Summary: Natural language processing (NLP) has become popular in the past two years as more businesses processes implement this technology in different niches. In inviting our guest today, we want to know specifically which industries, businesses or processes NLP could be leveraged to learn from activity logs. For instance, we aim to understand how car companies can extract insights from the incident reports they receive from individual users or dealerships, whether it is a report ...
Can Businesses Use "Emotional" Artificial Intelligence?
June 30, 2018 19:00 - 25 minutes - 23.5 MBEpisode summary: This week on AI in Industry, we speak to Rana el Kaliouby, Co-founder and CEO of Affectiva about how machine vision can be applied to detecting human emotion - and the business value of emotionally aware machines. Enterprises leveraging cameras today to gain an understanding of customer engagement and emotions will find Rana’s thoughts quite engaging, particularly her predictions about the future of marketing and automotive. We’ve had guests on our podcast say that the c...
Improving Customer Experience with AI, Gaining Quantifiable Insight at Scale
June 28, 2018 02:55 - 39 minutes - 36.4 MBA myriad of customer service channels exist today, such as social media, email, chat services, call centers, and voice mail. There are so many ways that a customer can interact with a business and it is important to take them all into account. Customers or prospects who interact via chat may represent just one segment of the audience, while the people that engage via the call center represent another segment of the audience. The same might be said of social media channels like Twitter and ...