Artificial Intelligence: Implications On Marketing, Analytics, And You

A rare post today. It looks a little further out into the future than I normally tend to. It attempts to simplify a topic that has more than it’s share of coolness, confusion and complexity.

While the phrase Artificial Intelligence has been around since the first human wondered if she could go further if she had access to entities with inorganic intelligence, it truly jumped the shark shifted into high gear in 2016. Primarily because we got our first real everyday access to products and services that used some form of AI to delight us. No more theory, we felt it!

I’m going to take a very long walk with…

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Cookies To Humans: Implications Of Identity Systems On Incentives!

A story where data is the hero, followed by two mind-challenging business-shifting ideas.

At a previous employer customer service on the phone was a huge part of the operation. Qualitative surveys were giving the company a read that customers were unhappy with the service being provided. As bad customer service is a massive long-term cost – and short-term pain –, it was decided that the company would undertake a serious re-training effort for all the customer service reps and with that problems would get solved faster. To ensure customer delight was delivered in a timely manner, it was also decided that Average Call Time (ACT) would now be The success…

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