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SXSW 2019

Sucking Less at Conversational Commerce

There are incredible opportunities to deliver highly personal and personalized services via voice and messaging channels like Alexa and Messenger, among others — but where do you even begin?
And once you’ve begun, how do you rapidly learn, improve, and adapt your approach?

This panel, moderated by the guy credited with coining the term “Conversational Commerce”, brings together pioneers in the field to provide hard-won insights from real world deployments of conversational services for brands like Loréal, Sephora, and Fandango.

Beyond that, the panel will introduce and dig into “Relationship Design”, an emerging umbrella discipline offering actionable ways to approach customer lifecycles more holistically in order to survive and thrive in this new always-on, always on-demand era.

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Additional Supporting Materials


  1. What is conversational commerce and relationship design? How are they related?
  2. What are techniques that leading brands are using to deliver conversational services in voice and messaging channels?
  3. What steps should a company take in order to successfully deploy conversational services for its customers?


  • Chris Messina, Consultant, Self
  • Shane Mac, CEO & Co-founder, Assist
  • Andy Mauro, CEO, Automat
  • Kathryn Hume, VP Product & Strategy, IntegrateAI


Chris Messina, Consultant, Self

Meta Information:

  • Event: SXSW
  • Format: Panel
  • Track: Brands & Marketing
  • Level: Intermediate
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