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turns towards Guy (drummer) and asks, \u201cHow did we get here?\u201d in awe\u2026 to which Guy replies, \u201cI led you here sir, for I am Spartacus\u201d\u2026 that\u2019s where we are right now, fifteen episodes in: about to break into fame and glory, and I brought you here.Back to neuronormative brain operations.\ud83c\udfbc They took the credit for your second symphonyRewritten by machine and new technology \ud83c\udfbc : AI, data, and the trillions of connections in our brainsI read this paper by Melanie Mitchell of the Santa Fe Institute this week, thanks for Neil Raden for pointing it out in LinkedIn \u2013 and do follow him if you are not, one of the most remarkable AI ethicists out there, with great content to share \u2013 on why doing AI is so hard. I know, I know \u2013 you’re going to say it’s not, so let’s go with the data:Even though 75+% of organizations are doing \u201cAI,\u201d less than 32% of their customers think there’s value in what they do, and even less than 14% of organizations see the value returned for what they are doing, etc.But we’re not going to do that, because you’ll believe me when I tell you that what we are doing it – not AI – rather a very small subset of it that lies between advanced analytics and early-stage machine learning.In the paper the author says, \u201cThe idea that intelligence is something that can be separated from the body, whether as a non-physical substance or as wholly encapsulated in the brain, has a long history in philosophy and cognitive science.\u201dAnd it is dissociating of intelligence for the body that we rely on to do what we call AI (it is not).We think we can get our computers to mimic functions performed by our brains (let\u2019s not deep dive into the speed of processing differences between computers and the brain, where the brain wins by miles, and instead focus on the actions) when we are not even close.Further in the same paper, the author quotes deep learning pioneer Geoffrey Hinton when he writes \u201cTo understand [documents] at a human level, we\u2019re probably going to need human-level resources and we have trillions of connections [in our brains]. …But the biggest networks we have built so far only have billions of connections. So, we\u2019re a few orders of magnitude off, but I\u2019m sure the hardware people will fix that.\u201dWhy am I bringing this up? Because part of all our narratives about CX rely on the concept of machines automating parts of the interactions (which is totally doable with analytics, specifically predictive and prescriptive analytics) and we are relying a little too much on some black box magic that will take care of things we don\u2019t know how to deal with or to manage.\u00a0 We have this belief that either A) some vendor will come up with a working version of AI that will automagically make all experiences awesome automatically, or B) we will hire the genius data scientist that will discover a mathematical model that will replace all our operations with automated operations.Neither one will ever happen, so I am here to tell you \u2013 you want to improve your CX initiatives? Leave behind the lunacy of AI and focus instead on simple process optimization and automation and reap the benefits.And if you’re going to focus on process optimization, (aka business transformation) then you should also understand that they don\u2019t do anything without good data (neither does analytics) and focus on data optimization as well (aka digital transformation).Feel better now, thanks for letting me get that off my chest.      Video killed the cold calling star                Video is transforming sales and marketing, offering personalized and memorable messaging for segmented audiences.      \ud83c\udfbc In my mind and in my carWe can’t rewind, we’ve gone too far \ud83c\udfbc : Yep, back to the employee experience and CX, featuring the radio starsLet\u2019s change the subject a little bit \u2013 let\u2019s talk about employee experience a little bit more.I want to put this behind us; to understand that there is no relationship in real life between employee and customer experience \u2013 and can never be as long as the customer chooses their experience ad-hoc, and the company focuses on optimized interactions (see topic above as well).Alas, you won\u2019t let me \u2013 some of youz are still insisting on linking them\u2026 sigh. Fear not, I have a new weapon in my arsenal to attack this topic: Ratul Shah.Ratul is a colleague at SAP, via the Gigya acquisition. Which means he is very smart about data, but also about culture and employee experiences. I recorded a video with him, part of the \u201cI Don\u2019t Know What I Am Doing, With Friends\u201d series \u2013 also known as IDKWIADWF\u2026 rolls off the tongue, doesn\u2019t it? \u2013 where we discussed employee experiences and the potential link to interactions, experiences, and company results.It’s a very good, short, (under 20 minutes) and entertaining video and cements the arguments (at least in my biased mind) that there is no link between employee and customer experience. Watch it.This content is hosted by a third party ( www.youtube.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowBack to Narrative HQ \u2122: We’re undergoing our own transformations and clocking in tremendous progressOne of the things we are working on is defining why our customers would like to get CX solutions.I’m not talking about functionality or technology decisions, but what are the business decisions they’re making, how we can understand them, and how we can help support them better. We are a technology company; this correlation between technology and business is critical to get right (and an essential, if not critical, part of the role an evangelist plays for any organization).Thankfully I’m surrounded by very smart people who provide tremendous input and knowledge into these topics, and those meetings and conversations are the highlights of my week here.The latest thing we\u2019re focusing on, and one that I wanted to bring to your attention \u2013 in case you are undergoing similar projects (according to data, 65% or more of you are, so that was a very pointed \u201cjust in case\u201d, almost manipulative) is what determines business growth, and how to explain it.And there is a link to CX in this because we have collected data and research to make the correlation more customers -> more revenue -> more profits (there is a difference between this and using established customers, BTW) and we can see how CX solutions can play a role in this.Can you? More on this in next episodes\u2026 time to wrap this up.      Analog girl, digital world: The evolution of self and career in tech                First, you become a manager. Later, a director. Perhaps you make it to the c-suite. But it\u2019s not a journey for everyone. Does your career support or suppress who you are?      \ud83c\udfbc Closing time, open all the doorsAnd let you out into the world \ud83c\udfbc : Wrapping up with a new reportFinally, a share of a new report. The MarTech Alliance released their CX Trends and Insights Report, 2021 sometime in the last few days, and I was perusing it over lunch last couple of days as well.Is it interesting?Yes.Does it reveal any secret handshake, decoded message, or reality that we did not know about? At least for me, no (download it and see for yourself).As always, these reports are more validation for trends we see in the market than epiphanies of unknown trends. One interesting tidbit, for me, was the validation of how poorly we are doing in meeting customer expectations. While all the data, even in this report, highlights that customer\u2019s expectations are increasing in importance (74% of CEO\u2019s asked said they are very high and getting higher), we are not doing a good job of understanding them \u2013 or meeting them.I could be mean and say 31.5% of people are lying, but even if we take that to be true \u2013 and I greatly doubt it, but since there is no definition provided and it is self-reported, let\u2019s go with it \u2013 we have a significant gap to cover.And this is not one that I had data for before when I discussed with you the five gaps for CX to fix. So much work to do.What do you think so far? Staying around for the rest of the ride? We’re going places, now that we are almost famous, and fortune will rain on us.Thoughts? Ideas? Debates? Anything???? Reach out, any way you can. Talk soon.Read all of the ‘In a CX Minute’ content HERE.  Build customer loyalty.Reap real dividends.We can help. Start HERE. "},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"22","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/07\/\/22\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"In a CX Minute: Thoughts on CX, July 22, 2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/07\/22\/in-a-cx-minute-thoughts-on-cx-july-22-2021\/#breadcrumbitem"}]}]