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(De)Fragmentation
Not a week goes by that I’m not baffled by yet another new technological, medical or other scientific discovery. They come in increasingly shorter intervals, from all over the world, as if there’s been...
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‘Customer Experience’-Experience
The most powerful learnings come from reflecting upon your own experiences. And telling about them. Here’s a story I love to share: We were sitting in one of the largest meeting rooms available. Still...
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I Started a New Challenge. Here’s Why and What it is About.
Sitting in the sun of the south of France last april, I decided to leave my job at Dutch insurer Delta Lloyd. I came to the conclusion it was impossible to close the gap between rising customer...
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Customer Experience Management is Failing
Many enterprises are investing millions per year to get their digital transformation agenda’s going. Agenda’s that consist of digitizing processes, building self-service portals and improving the...
View ArticleThoughts on machine learning for customer service chatbots
I’m thinking out loud a bit about machine learning strategies for customer service chatbots. Bear with me. More question than answers, because some of the strategies I see, I just fail to understand. I...
View ArticleConversational Commerce, without the BS
I’m investing substantial time and effort in helping people to better understand what all the hype around AI and conversational commerce technologies like chatbots and intelligent digital assistants is...
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