Customers want to be involved in the way you solve their problems and help them achieve their goals. When you engage your customers in co-creation, you tap into their valuable insights, enhance their engagement, and gain a competitive edge. I was speaking recently at a conference in Hobart for an organisation that had brought together […]
Customer experience matters now more than ever, and customers want you to deliver a personal, tailored experience. It’s no longer good enough to treat all customers the same, or even break them down into broad segments. Now, you can use AI to engagement each customer individually, to foster deeper engagement, increased customer satisfaction, and ultimately,
AI is not new – I’ve been working in AI and following its growth for more than 30 years. But in the past, you needed a significant investment – in time, money, technology, training, and workflow – to use AI in your organisation. Now, tools like ChatGPT have fundamentally changed the way we can use
When creating a plan, you calculate the return on investment, or ROI, for taking action. But unless you also calculate the cost of inaction, or COI, your plan lacks context. You must ask both; otherwise you make the decision with only half the information. I want to share a crucial tool for decision making that
In a fast-paced world, we all need to make better decisions, faster. AI can help, but don’t delegate all your responsibility to the machine! Instead, learn how to leverage AI for valuable insights and better analysis to streamline your decision-making process – while staying in control. Do you use AI for making decisions? In a
I’ve been talking about artificial intelligence in healthcare for years, but the launch of ChatGPT was the tipping point that made it mainstream. Now everybody’s talking about it, and many leaders are actively exploring it for themselves, their teams, and their organisation. But it’s not as simple as just flipping a switch and hoping everything
AI is a powerful tool, but only if you and your team use it responsibly, safely, ethically, and effectively. And it’s evolving so fast you can’t rely only on rules and policies – you need to trust your team members to exercise good judgement and use AI wisely. There’s a lot of talk, hype, and
One of the most powerful uses of AI is to enhance your customer experience – in every step of the customer journey, from brand awareness to the buying experience and through to loyalty and creating lifetime value. Are you using AI to help your customers? Recently, Google has introduced a new feature for fashion and
In today’s professional workplace, getting ahead means working smarter, not harder. That’s where AI comes in. From chatbots that answer routine questions to intelligent scheduling software that optimises your workday, AI technology is transforming the way we work and boosting productivity. I recently spoke at a conference of senior leaders, and when we were talking
Are you struggling to drive change in your team? Despite your best efforts, are some of your team members dragging their feet and resistant to change? Don’t try to bring everybody on the journey! Instead, identify change champions and focus most of your resources on them. This week, I was in the meeting of an
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