Managing All Aspects of the Customer Experience

Posted inSales Management
Every few years Dick and I visit an establishment that appeals to us on every level. Such places have been hotels, guides, restaurants etc. Last week we had the pleasure of experiencing bliss once more, and I wanted to share it with you. The cycle of CX (Customer Experience) has come and gone. It was the last word a decade ago, blossomed into CX departments that ended up becoming customer complaints aggregators and resolvers, and…

GENERATIVE AI

Posted inMarketing, Risk, Sales Management
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…