Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow.   It was very well received, and since then I got some questions about the content.   There was one slide that was the most discussed, and I wanted to take this opportunity to go into deeper detail on […]

Enterprise Software Priorities for the Next Decade

Enterprise Software Priorities for the Next Decade

As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don’t see it slowing down, or changing, anytime soon – these are mission-critical, decade-plus […]

Can You Sell $10B by Focusing on Customer Experience? (short post)

Can You Sell $10B by Focusing on Customer Experience? (short post)

In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer’s conference) in the most eloquent way possible. It’s the customer experience, my friend.  It’s the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies – which […]

The Three I’s of AI – One More Time, With Gusto!

The Three I’s of AI – One More Time, With Gusto!

I wrote before this: AI will never match human intelligence because it lacks the three I’s: Intuition. Imagination. Innovation. These things can be programmed, of course – everything can, but even if programmed are not going to “continue to grow on their own” as human’s do. The lack of any of the three, or the […]

That Facebook Thing? We’re Stupid, That’s Why We’re Mad

That Facebook Thing? We’re Stupid, That’s Why We’re Mad

Oh, Facebook — you had us all at “free games and pictures of high school crushes today” So, why are we that mad at them? Why is Facebook’s the new incarnation of evil? I talked about this with Ray Wang and Vala Afshar last Friday during the latest and greatest episode of DisrupTV: DisrupTV Featuring […]

These Are The Last 12 Questions You Had On Customer Experience – Promise!

These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words) I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off. The first webinar was the basic definition and […]