Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy…
The Robots are Here and There is Fear
I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those words at all. In fact, the words he did say – apparently something more…
Guest Blog – “What You Think Versus What You Know”
In addition to my regular blog post later in the week, here is a bonus guest blog from Heidi Hanna. Heidi and I have worked together for a shared client and I trust her expertise in human performance will offer a refreshing spark: particularly, as you strive for creative customer experience solutions? Enough of me…
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