AI’S IMPACT ON CX: FROM TRUST TO COMPANIONSHIP. GET READY FOR MACHINE LOVE

Artificial Intelligence is unlikely to become sentient and take over the world, but it may very well take over consumer decision making. AI will likely have one of the biggest impacts on how we as consumers make our purchasing decisions, and the change will happen fast. The Reality of Consumer Irrationality My 17-year-old son is […]

A BREATH OF FRESH AIR (ARTIFICIAL INTELLIGENCE RETAIL): A CX PERSPECTIVE

In 1996, as a young post-graduate student, I remember once trying this new thing called ‘a Yahoo search engine’ to try and find information related to an essay I was to write (using technology to try and get out of doing any actual work is not a new student behaviour). It was a clunky, slow, […]

ROBOT WARS & CX: WHEN AUTOMATION GOES VERY WRONG

One of my favourite childhood toys was a motorised robot that walked, spun, made space-aged sounds and shot plastic rockets. It was the 1980s so there were no fancy remote-control elements. Just big chunky batteries, flashing lights, whirring motors and hours of imaginative play. Many of my other toys met their gruesome end courtesy of […]

MAN & THE MACHINE: PART II – TRUST ME, I’M A ROBOT

The Superbowl commercials have become as interesting as the game for many of us at this stage, perhaps even more so for some. As a social litmus test, they offer a singular view of where we are as a society through the lens of the brands and businesses trying to reach us. While the Patriots […]