The Last-Mile Breakdown: Why AI Point Solutions Fail Customer Experience
Consider a scenario common in modern service environments: two customers sit down at a premium cafe. One requests tea; the other orders black coffee. Fifteen minutes later, the server sets the black coffee in front of the tea drinker without asking a single question. At a micro-level, the task...
NPS is Broken and why is it Leading You Astray
Everyone loves a high Net Promoter Score (NPS), right? It’s a corporate favorite. Companies proudly flaunt their NPS scores as if they’re a sure path to growth. But here’s the hard truth: NPS is broken. Despite its popularity, NPS doesn’t directly drive customer retention or acquisition. In fact, it...
Emerging technology trends for CIOs and CDOs to consider for Customer Experience (CX) strategy.
The Gartner Hype Cycle 2020 forces the CIO, CDO to consider these three emerging tech areas for their Customer Experience...