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 accurate and produced quickly. In short, they are looking to boost their efficiency. But what they often discover to their cost is that this technology is not so easy to tame. Not because of its technical complexity, but because it obeys a fundamentally different logic from their own. While businesses think in terms of processes, predictability, and compliance, generative AI operates in a probabilistic, iterative mode, which is...
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...
Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...
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...
When the web started to become a little bit mainstream, brands did nothing but digitizing their paper communications with showcase sites. A couple of...
Hello and happy new year everyone.
As the tradition wants, we'll start 2017 with some predictions that only commit those who want to buy them.
Let's...