Featured Blog Posts View All
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Improve the Accuracy of AI by Combining Two Types of AI
We'd like to call your attention to a seminal paper published in July 2023 that should be required reading for anyone involved in using Artificial Intelligence to improve Customer Experience. The paper ...
Sep. 20, 2023
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Prompt Engineering for CX
If you have a CX technical support staff that is getting up to speed on the use of generative AI to improve the tools available to your customer support professionals, her'es a ...
Sep. 19, 2023
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AI Problem Formulation vs Prompt Engineering
Prompt Engineering is the art of formulating questions and providing examples to an AI model, to get usable output. The demand for dedicated prompt engineers, as a job title, may be ...
Sep. 5, 2023
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Why are Screen Writers Striking and How Will this Strike Impact the Future Use of AI?
This Article uses 0% AI-Generated Material
On May 2, 2023, The Writer’s Guild of America (WGA) went on strike. Their last strike was in ...
Jul. 19, 2023
Latest Articles View All
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What does AI Think its Good For in Customer Service?
Now that Chat GPT has gotten so good at writing articles—or at least first drafts of articles, I decided to ask Chat GPT 3.5 to write an article about using AI for ...
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The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
Discover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success.
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Identifying the RIGHT Customers for CABs
You Want Customers with Insights and Passion for the “Jobs” They Do
Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
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How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
