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SenseMaking from the Web
In this post of curated articles, a mixed bag covering everything from AI (no surprise), innovation, attention, Agents and management. One in particular is sending shock waves in enterprise AI circles. Never a dull moment in this AI hype cycle. MIT report: 95% of generative AI pilots at companies are failing Posted on August 18.…
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Why customer success still needs humans and service innovation
A long while back, early in my customer success career, I predicted that The Future of Customer Success is Not Human. That was written way before AI had become what it is today, so arguably truer than ever. Yet in support of the title of this post, I didn’t say humans would be done away…
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SenseMaking from the Web
The AI adventures continue unabated. The challenges are real and varied. The essence of a lot of the articles in this post is that many are in the thick of it, confronting all the challenges coming their way, failing and succeeding in equal measure. And that is the point. You need to be in it…
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Agentic AI – Concept to Production – A guide
Agentic AI is the next stage of evolution for AI. My guide focuses on use in the enterprise and how to ensure that you know what Agents can do, how to ensure you build the right ones for your business and then get them into user’s hands and driving value (including measuring that value). The…
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The worsening content and app deluge and the choice trap
AI makes content creation and distribution easy. The cost to create Apps is plummeting. It creates a choice trap and your attention is the victim. Ironically, AI can also be your salvation, providing you think intentionally and critically. If you thought the proliferation in content and apps had reached its peak, think again. AI has…
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SenseMaking from the Web
Common themes in this batch of articles cover accelerating transitions to the future of work, with Microsoft leading the way in redefining work vocabulary and practices. There’s a focus on value creation in business and the shift from traditional profit-centric business models to value creation for customers, which has shown positive responses from staff and…
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Customer service is broken and AI can fix it
I am sharing an experience I had with Samsung customer service the other day. I’m not picking on them – I bet my experience is common amongst many other customers with a wide swathe of consumer companies. I share it just to show what bad looks like and how the promise of AI for customer…
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Two years in with Enterprise AI – five things I learned
I’ve been working on Microsoft’s (disclosure) AI solutions in the Modern Work area (Microsoft 365 or M365 in short) for the last two years. Since Copilot for M365 was launched. It’s been wild. I’ve learned a thing or five and here they are. With no particular emphasis or order. The learning is from my time…
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SenseMaking from the Web
This post is exclusively focused on articles covering AI. The common themes I picked up on are Enterprise AI adoption is being gamed, not being measured properly or not being focused properly, i.e. on the right use cases. Another theme is around strategies to prevent being made redundant by AI by boosting our uniquely human…
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Enterprise AI solutions hunting for problems
We are still at that stage where the promise way exceeds the benefits. The verdict is still out. Yes we have the instinct that there is great benefit to be had. But showing the money remains elusive for most. We are at the value proof stage for Enterprise AI and this still requires deep work.…
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Why evaluating AI at current point in time is wrong
At every juncture of technological innovation, one has to decide where one lies. What position to take and more importantly, how to act moving forward. You have to do it as an individual, company leaders have to decide strategically on behalf of the organisation they lead. The Technology Adoption Lifecycle was created by Everett Rogers…
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SenseMaking from the Web
It’s been a while since I posted. I’ve moved home since my last post and that has taken considerable effort and energy. It’s been a good excuse to take a break from writing as well which is always healthy – now I’m back 😎 This post is my usual curated lists of posts, just longer…
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SenseMaking from the Web
This is a collection of articles curated during the holidays as I took a break from writing. It’s a full list but as always, some top quality research, writing and insights covering artificial intelligence, storytelling, innovation at the state or country level and critical thinking. Back to regular writing schedule soon ✍🏽💪🏽 Seeing the ‘big…
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Features that delight – Copilot Agents
This post and video is not so much about a single feature but a series of them. I still focus on and demo a set of capabilities that are tightly bound together. The scenario is essentially to build a focused Copilot Agent in a very simple, intuitive way. It allows one to query and retrieve…
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