Just finished building my new keynote presentation:
AI or Die: How to Use Practical AI to Empower Employees and Convince Customers
AI is escalating customer expectations and redefining what it means to deliver exceptional experiences.
In this presentation (customized for your audience), I explore the transformative power of real-world AI and reveal how you can harness its potential and succeed in the face of intense competition.
Interested? Please contact Michelle Joyce and let's talk.
The speaker lineup at Customer Contact Week is AMAZING!
So many customer experience and customer service leaders from innovative brands.
AI is changing everything about customer relations. CCW is the place to see what's happening and how it impacts your business.
Save 20% with code CCWLV_Jay20
AI pitfalls and pratfalls REVEALED
AI doesn’t stand for “average information” but it might as well, if you’re not using it right.
Your company can benefit from this AI CX revolution, but only if you don’t go astray.
And I LOVE what NICE has done in this area already.
They put together a series of funny but oh so true videos about the downside of going TOO fast with AI, and of using off-the-shelf, DIY AI tools.
Check them out. Worth a watch!
My New Podcast is Out NOW
I've been working on this for a year, and I'm thrilled to tell you that The Spirit Guides is now available.
This podcast and Youtube series tells the entrepreneurial stories of people who had a real job, and then became a content creator in the spirits world (whisky, rum, gin, vodka, scotch, tequila et al).
I'm really proud of this show, and I hope you like it!
I'd sure appreciate it if you followed the show on Apple, Spotify, Youtube, and left a review.
AI or DIE
In the near future, most industries will have two types of competitors:
- Those using AI to add efficiency and delight customers
- Those who wish they were
AI isn't a "nice to have." It's a business imperative.
And once more organizations start to operationalize AI (my new presentation can help), it will raise the bar A LOT for customer expectations.
Already, the chasm between haves and have nots on data, personalization, and proactivity feels more striking than it did even a year or two prior.
Just yesterday, I had two experiences that really underscored this gap for me.
On Netflix, they recommended Black Sail to me, based on my history of watching semi-violent dramas set in unusual or old-timey locations. Great job, big data and AI!
Two hours later, I received a text from CVS reminding me to schedule my first appointment for a shingles vaccine. Seemingly great job from the pharmacy, right?
Except....I've already had both shingles shots. And I got them at CVS.
So now CVS has wasted my time, AND caused me to wonder what else they don't know about me that they probably should (being a health provider).
Use data and AI to recognize patterns and provide a seamless experience.
AI or Die. That may sound dramatic or Draconian, but the tech is so powerful, and moving so fast that the stakes are truly that high.
Let's Go Glamping!
I don't usually tell you too much about my tequila adventures. There's a whole different newsletter for that.
But this one I have to share with you, because it's so amazing.
One of my clients is the terrific tequila brand Alma Del Jaguar.
We are partnering on a giveaway where the prize is a 3-day, 2-night Southern Arizona offroad glamping adventure for two people, plus a huge pack of brand merchandise.
Total value? $10,000
And, my assistant Maddie and me will probably go on the trip with the winners.
If you want a once-in-a-lifetime experience, please take 2 minutes to enter the giveaway. No purchase necessary, but you do need to follow @almadeljaguar on Instagram and tag some friends in the comments of this post.
And, my assistant Maddie and I will probably go on the trip with the winners, so maybe we'll get to hang out with you!
The Books Report
What's one of the best use cases for AI? Hyper-personalization of customer experiences.
My dear friend Zontee Hou (who led my consulting team when I owned Convince & Convert) is legit one of the smartest people I know.
Her first book, Data-Driven Personalization: How to Use Consumer Insights to Generate Customer Loyalty is outstanding! (I read the manuscript)
Available to pre-order now for release in two weeks. This book is a master class in tailoring experiences to solicit better customer outcomes. Get it!
Jay's Faves
I travel a lot.
And years ago, I got fed UP with rental car companies.
Random cars. Or the wrong cars. Wheelbarrows of paperwork.
I had all the fast pass statuses, and the experience still was pretty sucky.
So now, I use TURO.
It's AirBnB for cars. You pick the car, the pickup/dropoff location, and open the car with a mobile app.
Way easier. Often less expensive, too.
And when I'm thinking about buying a different car for my family, I rent them first with TURO - like an extended test drive.
Have you tried TURO? Let me know.
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