Experience Alliance

Good afternoon. Amir Hartman and I have developed an AI organizational readiness assessment. It's still early days, but here are some early returns for clarity of vision & strategy plus data quality, security, and infrastructure readiness. 55% of respondents indicate either strong or advanced vision & strategy. Not too bad. 51% of respondents indicate either strong or advanced data, security, & infrastructure readiness. That's OK too but only 12% say they have advanced technical capabilities. That's not OK. ?? Are you ready? Take the assessment: https://lnkd.in/gNxG9ntV. And look at the full results: https://lnkd.in/guPBz6Pd

Amir Hartman, Michael Hinshaw, and I recently completed research on the use of AI for CX. Here are some findings on how organizations are developing AI skills for CX and how they're assessing & prioritizing AI use cases for CX. Surprised? We were. ?? Additional detail is here: https://lnkd.in/gFfz9Hwy. Let us know what you think!

Very strong piece on technical debt, as it relates to AI investment. Thank you to my friend and colleague Amir Hartman for his usual deep and actionable insights!

22% of all advanced AI activity across the organizations that participated in our research is unauthorized (AKA shadow) AI. That number jumps to 30% for organizations for organizations with revenue between $1B and $10B. A couple of other interesting metrics on the expected AI for CX benefits and biggest worries in 2024 here: https://lnkd.in/gtp5GHCi. We (Amir Hartman, Michael Hinshaw, and I) are wrapping up our survey and analysis and would love to get a bit more input. Please contribute if you haven't already. Click here: https://lnkd.in/ggWJwHTA. #CX #AI, #CCO Thank you!

Here's another excellent piece on AI readiness - part of a series of newsletters published by my good friend and partner Amir Hartman. Take the readiness assessment today for thoughtful insights that will undoubtedly reveal interesting, impactful opportunities.

Honored to have spoken at ISBM - Institute for the Study of Business Markets member meeting last month. It was an incredible event with a blend of executive practitioners and academic experts. I learned a lot from the discussions and was thrilled to share my insights on the impact of AI on B2B organizations. Working with great teams like Experience Alliance, Fidere.ai, Praxis AI, mCloud Technologies Corp, and Oracle has truly enhanced my perspective???? #AIstrategy #AIreadiness #AIforLeaders #DigitalTransformation #B2BAI #LeadershipInAI Here's a segment from the conference discussing what's different about today's AI after we discussed the similarities to the 90's internet boom. https://lnkd.in/gRh5gije

A closer look at understanding the costs and benefits of AI investments.

Terrific piece on the criticality of AI literacy from Amir Hartman. I especially love the practical next steps in what Amir and the team are seeing companies doing to develop and promote AI literacy. This is an important call to action for all of us. #ailiteracy

Exciting news for the healthcare industry! Volume 11 of the Patient Experience Journal has been published, featuring a value case and model essential for organizations to thrive in a dynamic and complex healthcare environment. Titled “Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare,” this volume emphasizes the importance of a commitment to experience in realizing a viable and thriving future for healthcare organizations. The concept of value in healthcare has evolved to include not only healthcare outcomes per dollar spent, but also how healthcare organizations engage with patients, care for their workforce, and address the needs of the communities they serve. This paper proposes a model for the value of investment in human experience as a practical bottom-line issue for healthcare leaders. I encourage healthcare leaders and consumers of healthcare to read this paper and join in the #HX discussion. Check out the full Volume 11 here: https://lnkd.in/gxEWm2MR and let me know your thoughts.