Michelle Kerr

How to piss off your customers with a lousy chatbot

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We all know that AI is changing the way we work at breakneck pace. Some say faster than any previous technology. So it's hard to get a sense of where your organization is and how quickly others might be moving. 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗔𝗜 𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝗠𝗮𝘁𝘂𝗿𝗶𝘁𝘆 𝗜𝗻𝗱𝗲𝘅 𝟮𝟬𝟮𝟰. Our team at ServiceNow spent the last year building this study out with our partners at Oxford Economics. We surveyed roughly 4500 global business leaders to get a snapshot of where we are with the state of AI in the enterprise. We gauged readiness on a new, proprietary scale and here are the three key takeaways: 𝟭. 𝗔𝗜-𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗷𝘂𝘀𝘁 𝗴𝗲𝘁𝘁𝗶𝗻𝗴 𝘀𝘁𝗮𝗿𝘁𝗲𝗱. On a 100-point scale, the average score was 44. It's early innings folks. 𝟮. 𝗔 𝘀𝗲𝗹𝗲𝗰𝘁 𝗴𝗿𝗼𝘂𝗽 𝗼𝗳 𝗽𝗮𝗰𝗲𝘀𝗲𝘁𝘁𝗲𝗿𝘀 𝗶𝘀 𝗽𝘂𝗹𝗹𝗶𝗻𝗴 𝗮𝘄𝗮𝘆 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗽𝗮𝗰𝗸. Why? How? 𝟯. 𝗧𝗵𝗲𝘆 𝗮𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝘀𝗼 𝗯𝘆 𝗱𝗲𝗺𝗼𝗻𝘀𝘁𝗿𝗮𝘁𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝘁𝗵𝗲𝗶𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀. Not as easy as it sounds. More insights on how AI is fueling transformation across the Fortune 500 and beyond, here. https://lnkd.in/gGGyEcXy

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How can marketers drive billions in value for their company? Joelle Gropper Kaufman 🎗️joins the podcast and shares how she has driven massive value for companies over the last 25 years. Watch this clip as she discusses the five ways a Chief Marketing Officer can be successful today. We discuss what CMO 3.0 means and how the game has changed for marketing leaders. Remarkable Marketing Podcast

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So many insights and great soundbites from Joyce Ann Rosenfield from Mars today on our live session. 💡 Here are just three: ✔ "There is no 'I' in data." Different teams and people might create and manage different types of product data and content, but no single team makes an impact with it on their own. It takes a village. ✔ "Teams might be siloed but data/content shouldn't be." (See first point 👆) ✔ "Just because you might sit in the master data or GDSN team doesn't mean you can't think beyond that." If you see ways to support your sales or digital teams with new tools or processes, take the initiative to bring those ideas." Head over to our events page on 1WorldSync (dot) com if you want to hear more from Joyce Ann.

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Watch this video if you want to learn how to: 🎯 Scale value realization by 10x in 12 months. 🌍 Drive strategic impact with Process Intelligence. 🤝 Collaborate with peers, process masters, and thought leaders. 💡 Transform your impact. Scale your value. Lead the change. “Scaling Process Intelligence is more than strategy – it’s about making real change.” – Lars Reinkemeyer The Celonis Change Makers Program is for ambitious Centers of Excellence and transformation leaders. This is your invite-only opportunity to turn transformation potential into results. Find out how to join: https://celon.is/4fFHLKS

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Looking for the right CMO for your org? (Or wondering if your current one fits the right profile for your needs?) Read this.

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My latest article on CMSWire asks CMOs, CEOs, and hiring agencies if industry experience is necessary or overrated. The deeper question I'm getting at here is: are too many great CMO candidates not even getting interviewed because they lack prior industry knowledge? Share your thoughts! Thanks to Sue Keith, Club CMO, Eric Pairitz, James (JD) Dillon, Doug Zarkin and Gaurav Bhatia for being a source! #cmo #marketing #humanresources

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📉 Did you know that knowledge loss due to employee turnover costs businesses billions annually? 😱 A staggering 42% of institutional knowledge resides solely with individual employees, meaning their departures can leave organizations unable to handle nearly half of what they did. 💸 A recent IDC study revealed companies lose $31.5 billion annually due to poor knowledge sharing. ☠ A company with 1,000 employees can expect to lose $2.4 million in productivity annually due to day-to-day inefficiencies caused by knowledge loss, and a firm with 30,000 employees might expect to lose $72 million annually. 👉 In my latest article, I dive into this issue and reveal how speech technology can be a game-changer. https://lnkd.in/gK4r83rM

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Invest in leaders and hire employees who invest in themselves. #executivecoaching, #lifecoaching, #corporatecoaching, #leadershipdevelopment

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The look on my face says it all -- There is nothing more painful than sitting through a meeting looking at the wrong information at the wrong time. It kills me. Reporting is not always fun. But this 5-minute tutorial shows some good places to start! A few suggestions in this Whiteboard Lesson: ⚔ Each week look at data you can change to impact the next week (anything from social media ads/spending to unit pricing) 🔑 Each month look at data that informs the upcoming month's content (for seasonal you can do year over year by month) 🤺 Each quarter review data from business decisions that can inform those decisions for the next quarter If you have marketing, branding or reporting questions you'd like me to answer in my next video, let me know! #whiteboardlessons #teachingnotselling #marketingkpis

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Customer care is the tip of the spear you want to wield when you introduce AI to drive digital transformation. Learn why in my latest Fast Company article.

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Ok so on April 25th we have something very special for you... "Surviving and Thriving as an AI Leader in a GenAI World," a discussion between Forrester's Mike Gualtieri and Domino Data Lab’s Kjell Carlsson, Ph.D.Carlsson as they explore the evolving role of #AI #leadership, provide strategies for building a robust #AI and #ML portfolio, and seize the #GenAI opportunities. 📅 Date: April 25th ⏰ Time: 9 AM PST | 12 PM EST | 5 PM BST 🔗 Register now: https://lnkd.in/gZfGNTAA #AI #AILeadership #GenAI #generativeAI #ResponsibleAI #datascience #machinelearning #ml #mlops #llmops #EnterpriseAI #AIatscale

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⚡️DATA ALERT⚡️ The banking & CU industries are different than they were a decade ago. I've been waiting for an updated take on what it means to be someone's primary financial institution. The wait is OVER! 🥳 In 2023, Neobanks won nearly half of all checking accounts. Consumers now manage relationships with dozens of financial providers, and everyone is glued to their phones. What does it take to win PFI status in a mobile-first era? Download the report to find out. https://lnkd.in/gTJ8Hs2z

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CROs are leading the charge in implementing Generative AI to enhance efficiency and effectiveness. But, it's crucial to understand where you are in your RevTech maturity journey to select the optimal solutions for your team. Check out this blog to learn how: 👇🏻 https://lnkd.in/gYQ2Rz_y #CRO #genai

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It was eye-opening to review the latest findings on Manager Effectiveness in 2024 by RedThread Research. A significant discovery was that only 35% of employees considered their managers highly effective, a notable decrease from 54% in 2023. As a manager myself, the challenging past 18 months resonated with me. This period has been particularly strenuous, especially for those new to managing or who have only experienced a thriving economy in recent years. I share a few insights from the research with some practical advice: - **Clarity amid chaos**: Managers play a crucial role in guiding their teams through the current turbulent times. Providing clear goals and paths to achieve them is paramount. I enhance this by sharing "even/overs" weekly with my team, outlining tough trade-offs individuals may face. "Build pipeline in week 2 of the quarter even over pushing to close a deal" - **Removing obstacles**: Actively listening to your team members individually and collectively can uncover barriers hindering their progress. Asking, "What can I do this week to support your goals?" facilitates meaningful action. - **Building Trust through Growth Mindset**: Fostering a Growth Mindset within your team encourages agility and resilience. Viewing setbacks as opportunities for growth and asking insightful questions can drive continuous improvement. "Tell me how you approached situation X and the outcome you achieved?", "What did you learn from that approach?", "How would you approach it differently based on those learnings?" and "How can you put those learnings into action in the coming days/weeks?" - **Prioritizing Wellbeing**: Prioritizing the wellbeing of both yourself and your team is essential for sustained success. Identifying ways to recharge and offering opportunities for self-care are vital components of a thriving work environment. That airline announcement of "place the mask over your mouth before helping others" really resonates for me here (and is often the hardest one to follow in real life). For more insights, you can access the full report at the provided link. #ManagerEffectiveness #LeadershipDevelopment #EmployeeEngagement #RedThreadResearch

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Agree or disagree? Healthy debate on your leadership team is the only way to uncover blind spots, challenge assumptions, and drive better decisions. 💬 How do you encourage productive conflict in your leadership team? Tune into this week's LeadrPulse Podcast episode for tips on embracing healthy conflict from Maxio CEO, Randy Wooton: https://hubs.li/Q02XY2x70 #HealthyConflict #WorkplaceConflict #PoliticsatWork #StrongOpinions #LeadershipPodcast #BusinessPodcast #SaaS #LeadershipTips #FeedbackCulture #TeamCulture #EmployeeEngagement #HealthyDebate Matt Tresidder, Holly Tate

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