Sam Richardson

Director of Executive Engagement for EMEA and APJ at Twilio.

Articles by: Sam Richardson

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How brands can preserve customer ‘digital patience’

By Sam Richardson Published

To earn customer trust and respect, anticipate frustration and design for reassurance.

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Five steps to consider when rolling out WhatsApp for Business

By Sam Richardson Published

With lines blurring between personal and professional WhatsApps, brands should personalize engagements and integrate AI.

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AI alone will not fix bad customer service

By Sam Richardson Published

Successful AI-enabled customer engagement is about more than investment, it requires alignment across strategy, technology, operations and customer needs.

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