Ray Kurzweil, futurist and Google's Director of Engineering, predicts “Singularity”—the point when humans and AI-driven machines reach equal intelligence – will be achieved by the year 2045. While that's 25 years from now, another form of singularity is happening right now in the C-Suite. Any A-player CXO should now have equal digital literacy with what … Continue reading “Singularity” of the C-Suite is Happening Now — Are you Ready?
A generation ago, “Customer Service” (CS) and “Customer Experience” (CX) were the same. You simply had a call center or web form that took orders, gave help and advice. Companies centralized leadership in these areas with a select few, and often they were in a distant land from where sales, marketing, and product developed lived … Continue reading Deploy a “CX Everywhere” Strategy and Revolutionize Customer Experience