After the Hype

2016 has been the year of bots, AI, and automation the beginning of 2017 seems to be the time of looking at wider implications. There is a lot of discussion going on in academia, politics, and on the web, e.g. the one spurred by Denis Pombriant with a very readable article, and two fo...

A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time followed (and likely still does) an idea that can be paraphrased as looking at everything through the eyes of the customer and pay attention to all details. ...

2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the gang of pundits who venture into prediction land and pronounce what we get out of our glass balls. So here are my 5 plus 2 bonus ones.

AI gets mainstream in Consumer En...

As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service- and support channels become more interesting by the day. Facebook triggered what can be dubbed a little revolution when opening its m...

In my yesterday’s analysis of SAP’s HANA announcement, I wondered why SAP stays silent on the AI and MachineLearning frontiers. Well, today I know. They saved this announcement for today. And the announcement is a bang. SAP will deliver what they call ‘intelligent business applications’ that are bas...