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AI First is not AI Only: clarify your intentions before transforming your business

When businesses talk about their ambition to become "AI First", there is often confusion about associating this orientation with widespread automation, as if asserting the ambition to integrate AI into their operations, their delivery model, or even build around it meant envisaging the gradual replacement of all human activities with models and agents. This is a shift in thinking that has not yet been reflected in a shift in vocabulary, but we must call things by their proper names and highlight this reality. Albert Camus told us that "To name things wrongly...

Can we turn the pyramid upside down without the customer?

Hierarchy as a factor of organizational complication When we talk about pyramids, we're of course talking about the hierarchical pyramid, which is the culprit behind...

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...

Experience is the new name for quality and is the result of operational excellence

I have always been convinced that there is a lot to be gained by looking at what works in other sectors and applying it...

Personal data: the fine line between personalization and intrusion

GDPR will soon celebrate its first anniversary. Not all companies are fully up to date and in the end we are not so sure...

How to transform your business with design and customer centricity.

Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before. What we see, in reality,...

No ! Experience is not a matter of content only.

Even if everybody's talking about customer experience there's no precise and shared definition of it and that allows service/tech providers to stay vague and...

Being digital in 2018 : consumerize your organization

2018, consumérisation, expérience client, expérience employé, simplification, transformation digitale

Being digital in 2018 : stop thinking that digital is all about the customer

2018, e-commerce, expérience client, expérience employé, transformation digitale

Employee and customer experience : simplification is not rationalization

expérience client, expérience employé, parcours utilisateur, process, rationalisation, simpliciité, simplification, usages, workflows
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