by Michael Maoz | June 29, 2017
If you are a CIO, or an aspiring CIO, take a look at the role that empathy and customer centricity and customer experience play in making a business successful, and compare that to the role that ‘best technology’ on its own plays.
by Michael Maoz | June 28, 2017
Yet these AI bots are your “Brand Ambassador!” Just read the HBR: ‘When AI Becomes the New Face of Your Brand.” Just take care, because your AI might not be the customer’s idea of intelligent. It may come off as artificial, superficial, condescending, or insulting.
by Michael Maoz | June 22, 2017
We are all witnessing a ‘business outcome’ focus for all successful companies. It is all about technology-enabled business transformation, and both ‘Mode One’ (right infrastructure, right scale, stable core) and “Mode Two” (Sustained agility, incremental and consistent digitization, business-process focus) are coming together for business success.
by Michael Maoz | May 8, 2017
Humans remain at the core of great customer service, particularly when the issues are complex. The challenge is that customers have a dozen interaction channels at their disposal, but the enterprise repeatedly fails to synchronize them, or give the customer service representative the tools to engage the customer effectively. Our MQ looks at the CRM software that best helps.
by Michael Maoz | April 13, 2017
Empathy is wonderful, yet hard to scale. It is hard to scale out from the CEO, to senior leadership, down to Corporate Communications, to Customer Relations, to the Sales and Marketing and Billing and Support and HR managers, and from there down to the rank-and-file.
by Michael Maoz | April 6, 2017
Most businesses will be reliant on software companies or external consultants. They should, therefore, create a means by which to monitor and assess what those external suppliers and partners are doing in AI design, and the bias they have (or do not have) in their work on AI and algorithms. In essence, the issue of ethics and empathy in AI may be about more than just education and awareness, and equally about talent sourcing or procurement.
by Michael Maoz | February 8, 2017
The disparity of responsibilities within the enterprise leads inexorably to a weakened position in recognizing the customer for who she/he is, when they are where they are with the issue that they have. The organizational fragmentation leads to process fragmentation which leads to technology system fragmentation which leads the customer to feel misunderstood.
by Michael Maoz | December 21, 2016
What has also been around just as long as AI is poor product and process design, which makes the purveyors of AI technologies so hopeful that finally they will connect to a market opportunity…. Benefits will be hampered by the scope of corporate apathy, indifference, “not-my-job-isms,” in the design of better customer processes.
by Michael Maoz | November 8, 2016
The arrogance of the enterprise failure to include the customer in planning and messaging is bad business.