Rob Lawson evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators. Before Google, Rob started (and sometimes sold) companies focussed on mobile advertising, games, communities and messaging. A citizen of both the US and the UK, Rob lives in the San Francisco Bay Area and enjoys riding bicycles.
As consumers, we have switched most of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call. Only 3% of consumers enjoy IVR, and support voice calls account for a massive chunk of the budget. With this in mind, many brands have adjusted these customer journeys by switching these conversations to asynchronous messaging. Hear from a Google expert about how pioneering businesses have recognized messaging as the future of excellent customer experience and why you should make messaging a part of your DT strategy.
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