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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…
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It’s an interesting time to be in silicon valley. Although I’ve been in tech for a long time, I first arrived here at the bottom, March 2009, of the Great Recession. It was an interesting time to be here as the proto-elements of web2.0 (aka social media) were embedding themselves into the fabric of society.…
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Of late, I’ve been digging deeper into the ecosystem surrounding the AI boom. Of course, I’m taking advantage of AI to do this, and in particular Google’s NotebookLM. While I can’t claim that the chart below is 100% accurate, it’s does offer a decent summary of the collection of content I’ve accumulated on the subject…
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If you’re looking for my latest thoughts, head on over to my Substack. See you there!
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A few weeks back, I sat down for a conversation with Michael Rose of Five9 for their That’s Genius Podcast: That’s Genius Episode 16 Edit: Here’s part 2 of our conversation: That’s Genius Episode 18 Photo by Jonathan Velasquez on Unsplash
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source: Visual Capitalist
nitin badjatia 