Artificial Intelligence

Customer Experience Creation: Give ’em a Reason to Hire and Keep You

Would you eat at a restaurant where no human employees are present? Ten years ago I couldn’t have imagined I would ask such a question. Now, I am saying “yes” to that inquiry! Itsa Eatsa In case you missed it there is such a restaurant it is called Eatsa. Eatsa is touted as an “employee…

View Post about Customer Experience Creation: Give ’em a Reason to Hire and Keep You

Once Upon a Time People Assisted One Another…

It seems like every week I read something like: “UiPath, a robotic process automation (RPA) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding. UiPath <is>…bringing automation to the ‘intelligent enterprise.’ It specializes in building what it calls ‘intelligent software robots’ that help businesses…

View Post about Once Upon a Time People Assisted One Another…

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

View Post about The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article