When AI Meets CX: Using AI to Enhance Your Customer Experience

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One of the most powerful business uses of AI is to enhance your customer experience – at every step of the customer journey, from brand awareness to the buying experience and through to loyalty and creating lifetime value. Whether you’re a leader, a business owner, or a marketing profession...

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Customer Co-Creation: Your Secret Weapon for Competitive Advantage

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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 &...

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The Personal Touch: How AI Can Enhance Your Customer Experience

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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 d...

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Instant AI: From Big Investment to Instant Results

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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 cha...

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What’s Your COI? The Missing Piece in Your Decision-Making Puzzle

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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 decisi&...

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Better Decisions, Faster: How to Leverage AI for Smarter Decision Making

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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&...

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Intelligent Healthcare: A Masterclass for Leaders

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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&...

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Your AI-Powered Team: Empowering And Trusting Them To Leverage AI

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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&...

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AI Meets CX: How AI Is Reshaping The Customer Experience

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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&...

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Work Smarter: How AI Boosts Your Productivity

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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 productivi...

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Empower Your Change Champions: The Missing Piece in Your Change Strategy

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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&...

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AI In The Wild: Four Stories To Make You Think Twice

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AI is a double-edged sword. Explore four recent examples of people using AI, see their results, and reflect on what that could mean for you, your team, and your organisation – so you can make more informed decisions about using and leveraging AI. I’ve been tracking AI for a long time, &...

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AI In Education: The Good, The Bad, And The Ugly

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AI has been simmering away in the background for decades, but the public launch of ChatGPT late last year was the tipping point that made it mainstream. As you know, a few months ago, there were many media stories about how AI lets students ‘cheat’. But that hype has settled down, and w...

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A Matter Of Trust: The Glue That Holds Hybrid Work Together

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You’ve probably heard many arguments for and against people working from home – and they are usually about productivity, collaboration, innovation, or learning and mentoring opportunities. But the critical factor that makes this work is something else: Trust. After three years of the g&...

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Bring Them On The Journey: Getting Team Buy-In To Your AI Future

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AI and humans working together make a powerful team, but many people are concerned, stressed, and anxious about what AI will mean for their job, career, and future. How do you engage your people to work with AI rather than being afraid of it? Recently, I facilitated a discussion forum with HR lead&...

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The Dogs Are Loose: Leading Through Disruption and Change

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Even after the disruption of a global pandemic, we’re facing even more change and uncertainty in the future. Don’t wish it away; become a better leader instead. I want to share a lesson I learned about disruption and leadership – from a park! My local park, which is just a short &...

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Innovation Accelerator: Keep Them On Track When The Going Gets Tough

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Many innovation projects or change initiatives fail because the task is so big and new that the journey isn’t clear. So everybody is motivated and enthusiastic at the start, but it’s difficult to keep that energy alive as things get tougher. How do you encourage creativity, innovation,&...

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Seeing Into The Future

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Did you anticipate a global pandemic in 2020 that disrupted the entire world? Did you expect war in Ukraine in 2022 that’s affected energy prices and cost of living rises? What about all the talk of AI right now? Like it or not, we’re living in a time of massive change and disruption, a...

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