How AI is changing the feedback economy
How will artificial intelligence change reputation management? Well, it’s complicated. AI has already helped businesses understand customer feedback at scale and in ways that no human could do on their own. But, with the recent launch of content generation tools like ChatGPT, AI could also upend the feedback economy and reputation management. The rise of the feedback…
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How to prepare for the generative AI revolution
When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise of generative AI. In November 2022, the public had an early glimpse of this paradigm…
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On being missed
Some friends moved away, and the cake at the party read, “We’ll miss you.” Perhaps it would have been more accurate for it to say, “You’ll miss us.” Because, after all, what’s mostly being missed is the community of friends and neighbors. Even when someone moves away, the community remains. When a marketer serves a […]
Foibles
Our habits, preferences and idiosyncrasies make perfect sense. We each know that we have great reasons to embrace our ways and stick with them. Other people’s habits, though, show that they are simply picky, weird or too sensitive. The difference between a preference and a foible seems to be mostly where we’re standing.
Fooled
Now it’s a business model. People are regularly fooled by crypto scams, NFT hype, opioid felons, algorithmic spam at scale, health claims, illogical political arguments, fundraising pitches, overnight shortcuts on the road to riches or happiness and MLM hustle. Your account has been locked, click here… When it becomes the tactic of a scalable business, […]
Tom Peters
Tom announced his retirement today, at 80 years old, after 45 years of Excellence and perhaps 10,000,000 miles flown. I remember a photo of him sleeping on a bench in an airport in Siberia. I remember him holding my young son just before we went on stage in Florida together twenty-four years ago. I remember […]
Winners announced for European Customer Experience Awards
The second edition of the European Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme. This year’s edition of European CXA brought together leading businesses from across Europe to share the most remarkable achievements in customer experience. Top companies and organisations participated in this premium awards programme, showcasing their results and competing for the coveted…
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The 500 ways
There are thousands of ways to express encouragement and enthusiasm and support. Few of them require a blood oath or even much inconvenience. “I’m thrilled that you’re contributing.” “Can’t wait to see how this turns out.” “I know someone who really needs to hear about this.” “Go make a ruckus, it matters.” If we want […]
This week in CX: the determination to fix customer frustrations is strong; plus Twilio & Disney
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into how determined companies are for great CX even in our tumultuous times. There’s also research into how investments into customer engagement can greatly benefit your business finances. Key news Commentary share: UK AI whitepaper…
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Making change happen
One way to do it is to get people to want what you want. The other way is to help them get what they want in a way that gets you what you want. They’re not the same. Changing what someone wants is very different from helping them see the story and the path that […]