News from the Future

Check out this episode to learn about: The value of bringing in a 3rd party expert Why readiness for change is vital to your RPA project The importance of having good processes Resources/links: https://irpaai.com/ Summary: Frank Casale is the founder of The Institute for Robotic Process Automation and Artificial...

Check out this episode to learn about: Creating personalized learning journeys How rapid assessments increase learning performance The optimal studying formula Resources/links: apdonline.net Summary: Dr. Andrés Fortino is a thought leader, author, speaker, inventor, and educator. He’s authored eight books and 40 publications on innovation, invention, IT, higher education...

Check out this episode to learn about: The current state of AI education AI accords Becoming part of the AI community Resources/links: https://www.linkedin.com/in/davidyakobovitch/ Summary: David Yakobovitch is a data scientist, AI Fellow, and start-up advisor. He’s built 10+ start-up tech stacks and taught 2,000+ professionals data science skills. He...

When you gather feedback from your customers and prospects, make sure you close the loop to show that they've been heard. An Unhappy Guest Tyler wasn't happy. As the manager of a time-share resort, Tyler was used to unhappy guests and handling complaints. Today, however, an e-mail...

IT help desks, and customer service organizations in general, exist to help their customers solve problems. Sometimes, the people who run those organizations forget. Only by instilling the right culture and beliefs can you ensure that your help desk truly helps. It's not me, it's you "We've...

United Airlines recently made headlines for violently removing a paying customer from an overbooked flight.  How does an organization end up in a position where it's physically abusing its customers? Looking closely, we see that the state of United's customer experience practices makes this and...

Customer experience isn't a goal, it's an arms race. As each company in an industry improves the customer's experience, each customer comes to expect that level of service. Competitors must match or counter with their own improvement. The cycle continues. The successful playing of the...