Topic "Solution"

Using AI for Outcome-Based Customer Experience

Getting from customer satisfaction to winning customers’ hearts and minds. Garbage in… garbage out. As 2020 approaches, the old adage has resurfaced, thanks in large part to four trends that are morphing from talking point into reality: Higher customer expectations Selecting experiences over price and product Explosion of data Increased use of machine learning and... more

A(I) Magical Leap to Trust

No two days are ever the same for our UX team, but not a single day passes without at least one discussion about AI-enabled experiences, whether we’re comparing the advantages of using a chatbot as a personal assistant for our customers, prototyping what happens when we add CLAIRE -driven recommendations to enhance users’ daily tasks,... more

How Do You Prepare for the California Consumer Privacy Act (CCPA)?

The California Consumer Privacy Act (CCPA)—which begins enforcement on January 1, 2020—now stands ready to reform how data is handled. The goal: to improve protections for personal data and to grant consumers new, expanded rights over appropriate use of their data. The regulation will impact California businesses and others doing business with California citizens, while... more

Data Preparation for Machine Learning: 5 Critical Steps to Ensure AI Success

You may not agree with me, but sometimes Excel is the best tool for the job! Recently I was chatting with the owner of a small business that’s selling sports bottles and I was surprised to learn that the marketing analyst loaded all the sales and marketing data into Excel to calculate the return on... more

Business Leaders Need Data Literacy and Data Leaders Need Business Literacy

I was at the MIT CDO Symposium in Boston at the end of July, where there was a lot of discussion around the business value of data, and the challenges of cultural and behavioral change. I agree that business leaders need more data literacy. And I also think the corollary is true: data leaders need... more