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Turn Your Operational Data Inside Out to Understand Your Customer Experience

Operational data sources found in the functional areas of orders, logistics, accounting, finance, customer service, communication records, and IT problem logs offer effective sources for CX metrics.  The transformation of turning operational data inside out will make it useful for a CX analysis. CX leaders must understand that while your operational data may not be “perfect”, it will be more than adequate to make a positive impact on your CX program.

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Model Blending Prevents Artificial General Intelligence (AGI)

Many artificial intelligence (AI) and technology experts take the position that artificial general intelligence (AGI) is just a matter of time. But right now, there is no discernible path between current AI capabilities and AGI. I completely agree with the latter, and not with the former. If there is no traceable path then AGI is pure speculation.

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