Technology and analytics

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Is Your AI-First Strategy Causing More Problems Than It’s Solving?
Is Your AI-First Strategy Causing More Problems Than It’s Solving?

Is Your AI-First Strategy Causing More Problems Than It’s Solving?

By Oguz A. Acar - HBR|March 24th, 2024|Categories: Customer Experience, Technology|Tags: AI, AI and machine learning, Algorithms, Analytics and data science, Artificial Intelligence, Automation, ChatGPT, csat, customer engagement, Customer Experience, Customer Service, custserv, CX, Data management, Performance indicators, Success, Technology and analytics|

From technology giants like Google to major management consultants like McKinse [...]

The 4 Pillars of Successful Digital Transformations
The 4 Pillars of Successful Digital Transformations

The 4 Pillars of Successful Digital Transformations

By Nathan Furr, Andrew Shipilov, Didier Rouillard, and Antoine Hemon-Laurens - HBR|January 31st, 2022|Categories: Customer Experience, Technology|Tags: AI, Artificial Intelligence, Customer Experience, Customer Service, custserv, CX, digital transformation, Strategy, Technology, Technology and analytics|

Despite years of discussion, understanding what digital transformation means for [...]