Lesson #7 Revisited: CX Is Not the Same as Customer Service—AI Is Transforming Both
Explore the key differences between Customer Experience and Customer Service and how AI is revolutionizing both. Discover how...
Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX
Discover why NPS alone isn’t enough to improve CX. Learn how AI uncovers root causes, recommends actionable fixes, and helps CX...
Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI
Explore the enduring importance of Net Promoter Score (NPS) in the AI era. See how AI adds depth to NPS insights while human...
Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs
Explore how large language models (LLMs) are transforming Voice of the Customer (VoC) programs with advanced insights, dynamic...
Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback
Discover how AI is reshaping VoC platforms to unify feedback and drive insights, while human expertise remains vital for true...
Lesson #2 Revisited: AI and the Real Meaning of CX Measurement
Explore how AI is revolutionizing CX measurement with real-time insights, sentiment analysis, and predictive feedback, while...
Lesson #1 Revisited: Is AI Making Us More Customer-Centric?
Discover how AI is reshaping customer-centricity in 2025. Learn why listening, acting, and maintaining the human connection remain...
Listen or Die: The AI Perspective
Explore how AI transforms the 40 customer listening principles from 'Listen or Die.' Learn which CX fundamentals remain unchanged,...
From the Internet to AI: How PeopleMetrics is Embracing the Next Research Revolution
Explore how AI is transforming market research, from a founder who witnessed the internet revolution in 2001. Learn how...