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We get creeped out when companies know too much about us. On the other hand, we WANT the #contactcenter to know all about us to provide #personalized #customerservice, Here are my thoughts on what is good vs. creepy in SmartCustomerService. smartcustomerservice.com/Columns/Expert…

This week's CX Therapy. Poor Cedric Blum - his second trip to the couch and still getting #CustomerExperience abuse! Horrible sales experience, and he ends up with a lemon of a car. buff.ly/3rFWz5D #customerservice #CX

Thanks NPR for supporting my personal #Bias. I remember going to school in the dark in 1974 when sunrise was after 8 AM - THAT was #stupid. I don't like year round standard time, would miss late summer nights, but year round daylight savings is a loser. npr.org/sections/healt…

Big debate at home - do we watch academy award winning "Women Talking" or the Bachelor Nation favorite "The Women Tell All"

Had a great chat with @martinjohngill on the Forrester Forrester's CX Cast. It takes a lot of #tech to deliver #CX, and we break it down. Find us on: iTunes: lnkd.in/dvTAbec Google: lnkd.in/d7Y-WGx Spotify: lnkd.in/dmmdezS #cx #cxleaders #customerexperience

So many #scams are sloppy, obvious #phishing attempts etc. This week on CX Therapy I tell Julien Rio, CCXP 🚀 about some letters that I got from the State Of California I dunno if they are scams! Perfect fodder for a trip to the #CX couch #customerexperience julienrio.com/landing/CX-The…

Happy Friday from ChatGPT!! #LLM #GenerativeAI #Chatbots

My Peer and often co-conspirator at Forrester, Colleen published her first Wave! It's on #customerfeedback management. Read all about it!!! forrester.com/blogs/new-forr… #VoiceOfTheCustomer #CX #customerexperience

No tags, friendly and not inappropriate. I hope as ChatGPT evolves it doesn't hold it against me that I asked this question. #ChatGPT OpenAI #AI #GenerativeAI

Does anyone else feel like sentences are less special now that they only get 1 space of separation after the period? #poorsentances

Thanks to Sheila McGee-Smith for the pics and kind words - what a treat to present at #InteractionsInternational A chance to talk about #ChatGPT and how it impacts #CustomerService

Keynote about to start - dwarfed by the scale…. #Five9CXSummit #five9

The cost of intelligence will be one millionth of the cost it is today. Impact of #generativeai and #ai Jeff Lawson twilio

How can one person get a different answer than another on the same call at the same time on the same issue - Rodney Hassard and Sandra Judd experienced that first hand. A/B testing in production - not great. #CX #customerexperience

How you can build #chatbots that would make Michelangelo proud. All it takes is a little #generativeAI and some #LLM. Now you are releasing the app instead of building from scratch. forrester.com/blogs/building… #conversationalAI

All I can say is "delivery, ugh..."

1 under par is a birdie / 2 under is an eagle - what the heck is a kangaroo?

“AI represents a loss of control for our customers, I want to give them that control back” Thus sayeth Aaron Rice at the #NICESummit love the sentiment

Here we go!!! Partner panel at #NICESummit interesting to hear from Accenture Microsoft and Generation E. Good discussion on #AI and the scope of #CCaaS vs #CX

New Webex announcement at #WebexOne Webex AI Assistant. Jeetu Patel shares his favorite use case. If I leave a meeting, I get a summary of what happened when I was gone.