AI
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The Cost Of Complaining Just Collapsed
AI hasn’t really redistributed power, but it has exposed which parts of it were real in the first place. The cost of complaining has collapsed within 18 months. Now the era of weaponising bureaucracy is over; and companies will either… Continue reading
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AI Is Doing The Paperwork Of Centralisation, Faster.
The price that made it right to centralise might be disappearing. Whilst artificial intelligence doesn’t eliminate the need for a centre it fundamentally redefines its purpose. Rather than managing the centre becomes enabling. Rather than seeking consistency the centre can… Continue reading
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Technology Is Not Innovation.
For all the talk of technology, let’s remember we are human businesses and we exist to help other humans do better in life. It’s our only real purpose. So let’s think how we can use technology to leverage the huge… Continue reading
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If You’re Still Shying Away From Using Technology To Improve Customer Experience – You’re Doomed
You must relentlessly ask: Is this harder for the customer to do? Relentlessly. Because, today, in an increasing number of areas, if it’s not easy-to-use, it’s dead in the water. – Gerry McGovern Re-entry into the world of work after… Continue reading
Paul Taylor 