A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow. It was very well received, and since then I got some questions about the content. There was one slide that was the most discussed, and I wanted to take this opportunity to go into deeper detail on …
Continue reading "Three Pitfalls to Avoid with Artificial Intelligence in Customer Service"
As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don't see it slowing down, or changing, anytime soon - these are mission-critical, decade-plus …
Continue reading "Enterprise Software Priorities for the Next Decade"
In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer's conference) in the most eloquent way possible. It's the customer experience, my friend. It's the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies - which …
Continue reading "Can You Sell $10B by Focusing on Customer Experience? (short post)"
Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would've used this storyline back in the mid-2000s, SAP would've likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft. Today? Too …
Continue reading "The SAP CRM Story: 18 Years In The Making – Is It Finally Right?"
I wrote before this: AI will never match human intelligence because it lacks the three I's: Intuition. Imagination. Innovation. These things can be programmed, of course - everything can, but even if programmed are not going to "continue to grow on their own" as human's do. The lack of any of the three, or the …
Continue reading "The Three I's of AI – One More Time, With Gusto!"
ah, the wonders of having been there, done that, and having the t-shirt.... i actually have tons of t-shirts. i have not only done many things early, that's what comes with being an analyst for 20 years - the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i …
Continue reading "Experience? Engagement? Same Difference! Right?"
Oh, Facebook -- you had us all at "free games and pictures of high school crushes today" So, why are we that mad at them? Why is Facebook's the new incarnation of evil? I talked about this with Ray Wang and Vala Afshar last Friday during the latest and greatest episode of DisrupTV - and …
Continue reading "That Facebook Thing? We're Stupid, That's Why We're Mad"
