customer experience

Customer Experience, AI, and the paradox of efficiency

The most dangerous thing about AI in customer experience isn’t that it gets things wrong. It’s that it gets things right — efficiently, cheaply, at scale — while quietly optimizing away the interactions that create real customer relationships. Think of a river straightened into a concrete aqueduct: the metrics improve, but the ecosystem disappears. That’s the…

Target’s massive security breach exposes security process failures

Mar 28, 2014

#cloud, #cx, #VRM

#VRM, customer experience, security, target

…And although there are companies that blatantly violate the standards, security is a constantly changing condition, not a static one. Every time a company installs new programs, changes servers or alters its architecture, new vulnerabilities can be introduced. A company that is certified compliant one month can quickly become non-compliant the next month if administrators…

The corroding value of the internet cookie, and an opportunity to shape a new market

Apr 29, 2013

#cx, #VRM

#cx, #VRM, big data, browser cookies, Customer Commons, customer experience, ecommerce, privacy

Several years ago, I first heard Doc Searls make an amusing comment about one of the basic elements of the internet universe, the browser cookie. With full credit to Phil Windley, Doc’s historical summary of ecommerce (and much of the modern internet) went like this: A brief history of ecommerce can be summarized as this-…

Customer Experience, AI, and the paradox of efficiency

Target’s massive security breach exposes security process failures

The corroding value of the internet cookie, and an opportunity to shape a new market