Not today. The use of AI in healthcare is intriguing, but most people aren’t yet ready to trust it. Data protection, proof of accuracy, and allowing human-driven alternatives can help drive acceptance
Legacy companies struggle with the changes needed to improve customer experience. To overcome that, James Lane says to be patient, focus on incremental wins, and frame the benefits of CX in terms that senior management values
For newbies, using an AI-assisted art creation tool is both delightful and disappointing
Companies in a hot market often overlook experience problems, but that can come back to bite them as soon as the market cools
Lessons about listening to customers from two of the biggest tech acquisitions of the year
Young adults underestimate the tech sophistication of people over 60. Beware of bias in your company's thinking.
The financial rewards for transforming a category can be immense, but the barriers are also huge and not necessarily obvious. Amazon’s attempts to reform healthcare show that distrust and overpromising can be two of the biggest risks.