GENERATIVE AI

GenAI is a topic that keeps coming up at our forums. Like RPA before it, the question ripples throughout our groups: What are you doing about it? And, like RPA, the answer for the first three years is: we’re closely monitoring the situation. Then, for roughly two years, “we are testing a few bots.” Two years hence, “The technology didn’t live up to its promise and didn’t result in meaningful scale economies.” (Gen)AI is equally…

The Importance Of Customer Engagement In Sustainable Long-Term Performance

“If you don’t listen to your customers, someone else will”, Sam Walton, Founder of Walmart and Sam’s Club. A year ago I wrote an article about the critical importance – and positive correlation – of Net Promoter Score (NPS) and stock price. The concept is intuitively appealing, but the JPMorgan Chase investment banking team has provided quantitative analysis to demonstrate the efficacy of the idea. The data has been generated by J.D Power and Company.…