RESOURCES: Making Sense of Customer Feedback

Required Resources

Articles

• Using AI to Build Stronger Connections with Customers Links to an external site.
  • Burns, M. (2023, August 1). Using AI to Build Stronger Connections with Customers. Harvard Business Review.
• The Next Frontier of Customer Engagement: AI Enabled Customer Service Links to an external site.
  • Das, A. C., Phalin, G., Patidar, I. L., Gomes, M., & Thomas, R. (2023, March 27). The next frontier of customer engagement: AI-enabled customer service. McKinsey & Company. 
• Enhancing Customer Satisfaction: The AI-Centric Approach Links to an external site.
  
  • Sriram, L. (2023, October 26). Enhancing customer satisfaction: the AI-Centric approach. Forbes.

Podcast

• Anticipating Needs: The Rise of Predictive Support in the AI Era - A Conversation with Jim Iyoob Links to an external site.
  • 32 min
  • Glassix. (2023, November 30). Anticipating Needs: The Rise of Predictive Support in the AI Era – A Conversation with Jim Iyoob. Apple Podcasts.

Blog

• Evolution of ML Fact Store Links to an external site.
  • Kaushal, V. (2022, September 30). Evolution of ML Fact Store - Netflix TechBlog. Medium.