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Back office or front office? Where is the potential of AI greatest?

There is a discourse that is becoming increasingly common in business, which was shared with me by someone who works for one of the "giants" of AI just last month. It essentially states that if we are looking for value with AI, we should start with the back office. Internal, administrative, and support functions would therefore be the most rational, safest, and above all, most profitable area in which to achieve concrete results. Conversely, other analyses claim exactly the opposite, explaining that the value lies in the front office with its customer...

Back office or front office? Where is the potential of AI greatest?

There is a discourse that is becoming increasingly common in business, which was shared with me by someone who works for one of the...

Efficiency vs. uniqueness: the false dilemma of operations

We believed that by making businesses more efficient, we would make them stronger, but we ended up making them indistinguishable. The same tools, the same...

Taking back control of enterprise design: intention before tools

For a long time, it was believed that efficiency would come from tools, and sometimes even from tools alone, so we piled up platforms,...

Businesses are deterministic, generative AI is not, and that’s a real problem.

The vast majority of businesses approach generative AI as a new performance tool. They want faster answers, automated summaries, and higher-quality content that is...

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...

Sh*t… it’s my birthday

Last week was my birthday. Like every year I had the pleasure to see a lot of people wishing me that, which by vanity...

Clients and projects: irritant #12 of the employee experience

It was impossible to review the irritants of the employee experience without talking about what is central to any business, its raison d'être: customers...

Brands, what are your communities ?

Communities, communities. That word is never out off brands lips to refer to the people they try to communicate with. But, by using the...

Being digital in 2018 : clients must behave better

When the web started to become a little bit mainstream, brands did nothing but digitizing their paper communications with showcase sites. A couple of...
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