The future of commerce is “phygital” — the harmonious connection of physical and digital touchpoints to better address customer needs. An example of phygitality would be a physical store with sales representatives that already know customer preferences by looking at their online profiles. But for companies to thrive in a phygital future, customer experience (CX) experts must make CX more customer-centric. Oftentimes, this means just talking to their customers to understand their perspectives. With the right research tools, CX experts can hold in-depth conversations with customers quickly and at scale. Read full article here
Societal Issues
AI Predicts Crime A Week In Advance With 90 Per Cent Accuracy
An artificial intelligence model built by Ishanu Chattopadhyay and his colleagues analysed crime data in Chicago from 2014 to 2016 and managed to predict future levels of crime down to the nearest 300 metres, a week before they actually happened. While extremely useful, this artificial intelligence has been shown to expose racial prejudice in law enforcement. Hopefully, as the study’s data and methodology have been made available for others to evaluate, these prejudices can be avoided in the next iteration. Read full article here
Merv
August 15, 2022
