RIP NPS and Surveys thanks to AI
AI offers a Great Opportunity to Replace and Improve Customer Experience Measures. One of the most exciting things about the explosion in available data and the AI to make sense of that data, is that we can measure more things, measure them with greater depth and measure more accurately. This is a great chance to get rid of some measures and ways of measuring that, if we are being honest, never worked very well through either dubious accuracy, high customer effort or a lack o
The Science of Performance Curiosity
Performance curiosity is the science of understanding, observing and improving performance in any operation. The increased amount of data...
The Value of Process Curiosity
If it happened once, then it probably happened many times… Organisations today are filled with people solving what they treat as...
Improvements for Customers that don't need AI
“No regrets” initiatives that complement AI driven improvements Much has been written around what AI can do for business and customers....
Why Managing Employee Experience is like Managing Customer Experience
The Seven Universal Needs of Employees and Customers A few years ago, we sat down to figure out why some companies were consistently good...
AI May Be Harder Than It Looks
Learning lessons from past waves of automation to enable AI The latest explosion of AI solutions driven by Large Language Models or...
