AI May Be Harder Than It Looks
Learning lessons from past waves of automation to enable AI The latest explosion of AI solutions driven by Large Language Models or...
Frontline Service Design
Involving those that do the work can solve many Customer Experience Problems “Knowledge speaks, but wisdom listens.” Jimi Hendrix What is...
Lifting the Carpet on How the Work is Done
When customer outcomes don’t match internal reporting Sometimes reporting can tell too good a story. In a range of examples,...
Have dashboards done their dash?
Enabling Management with Proven Views of Data There is an increasing trend in business to stop producing regular reports and instead...
Picking the Right Solutions
Learning the lessons from heroic failures In business and government, it is often harder than it seems to pick the right solutions and...
Unlocking the value of the worst customer experiences
The case for service recovery and fixing root causes In this paper we will look first at the value of well managed “customer recovery”...
