Philip Kotler, known as the "Father of Modern Marketing," has written extensively on marketing. His book "Marketing 5.0: The Age of Techno-Social Marketing" is a more recent publication that focuses on the impact of technology and social media on marketing.
If you use chatbots, ensure there is a seamless "escalation to human" button. Kotler argues that customers hate feeling trapped by a robot. The best tech knows when to shut up and hand the mic to a person. marketing 5.0 philip kotler pdf