AI has changed. Again. The rise of AI agents – tools that can make decisions and take actions independently – means your existing policies might no longer be enough. These systems can now interact with customers, make bookings, send messages, or process data without a human in the loop. That opens up new opportunities, but […]
When you were young, you might have known a shop owner or deli owner who knew you – and every other customer. Those were the days of personal service, tailored perfectly for you and you alone. AI now lets you do the same – at scale – with all your customers. Understand the three ways
If you’re a leader, you should be thinking about what’s next in your industry, but are you also scanning the horizon to see what’s happening outside it? The best leaders think deep, wide, and far to understand what will affect them now and in the future. In this interactive online presentation for leaders and decision-makers,
You might be doing future planning to understand how the world is changing – that’s good. You might even be adjusting your plans based on what you learn – even better! But are you also changing HOW you plan? Many leaders miss this change, and it can make a huge difference to the quality of
If you want to know where to look to understand the future, don’t forget the people already in your team. Everybody brings unique perspectives and lived experiences that could shape smarter decisions and sharper strategies. The best leaders listen to external voices, but also actively include their team in learning about, shaping, and creating the
When you’re facing an uncertain future, it helps to know what’s around the corner and over the horizon. That’s the skill of foresight, where you spot the trends, signals, and shifts that could reshape your world. Before asking “Is this an opportunity or a threat?”, first figure out what’s actually changing – and then evalute
If you’re a leader, you should be thinking about what’s next in your industry, but are you also scanning the horizon to see what’s happening outside it? The best leaders think deep, wide, and far to understand what will affect them now and in the future. As a leader, do you really know what’s going
You already know how important it is to understand your customers now – who they are, what they want, and how they engage with you. But what if you could also predict what they’ll want next? With AI and data analytics, you can! When you can see where your customers are heading, you can be
You don’t need to dive deep into complex AI to enhance your customer experience. Instead, start with a well-designed chatbot for your customers, frontline employees, or both. Done right – and working hand-in-hand with people – it’s a low-cost, high-impact way to bring AI into your CX strategy. About sixty years ago, MIT Professor Joseph
You want to do the best for our customers, but sometimes you’re restricted by internal factors, like time, budget, geographical location, IR rules, staff availability, scheduling rosters, and floor space. You can’t fix all of these problems, but you might be surprised just how much you can address using AI. Done right, AI can shift