Topic: Strategy

Why NPS and CSAT don’t work for measuring your AI efforts

When evaluating AI initiatives, I see many organisations use NPS and CSAT as barometers of success. But there’s a problem with both of those metrics that make them ineffective at measuring the success of interactions with AI services. This has been a top of mind topic lately. I’ve written about how containment is the wrong […]

Make sure your AI policy includes this…

In the last few months, I’ve spoken to a handful of companies that are stalled on moving forwards with their AI plans, or even putting those plans together, because they’re having to put together an AI policy first. And, from what I’ve seen, these policies have the potential to prevent innovation and inhibit growth. If […]

2 of the best approaches to AI automation for contact centres: Deep dive

When beginning to consider how and where you can use AI within your contact centre, you’ll first need to define your strategy. Part of that will be figuring out which of the 8 top contact centre AI use cases to start with. Then, you need to decide whether you go ‘high and wide’ or ‘narrow […]

AI reduces call volumes by 40% for Tallahassee State College

Most people might not see the connection between a college degree and the quality of the student experience. However, a study by California State University, Stanislaus, found that students increasingly view education as a commodity. While the commercialisation of education is widely debated, especially outside the U.S., one thing is clear – in an era […]

How to define your AI roadmap

Many organisations have woken up to the potential of AI over the last couple of years. Every second CEO wants their own version of ChatGPT. With this surge in interest, teams across the world are rushing to deploy AI solutions on a whim, without having a long-term strategy, rushing to claim they’re using generative AI. […]

7 practical tips to implement Microsoft 365 Copilot for your business

I recently sat down with Pete Kemp, Principal Consultant at FSP, to discuss the lessons learned in implementing Microsoft 365 Copilot for enterprise businesses. Pete shared 7 specific lessons that all organisations should consider when looking at introducing Copilot’s AI-powered capabilities to their business. Understand that you’re shaping the future of your workplace. These days, […]