The 6 Most Asked Questions from My European Speaking Tour
In my recent mini speaking tour around Europe, speaking to companies about customer centricity, I received a wave of sharp questions...
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AI or Bait-and-Switch? When Smart Tech Turns Against Customers
Imagine walking into a store where the price tags adjust based on how much the company thinks you can afford. That’s the digital equivalent of what this AI... -
Amazon Go: When High‑Tech Retail Forgets That Retail Is About People
Amazon launched Go in 2018 with grand ambitions, plans for thousands of cashierless stores. The idea was simple: walk in, grab what you need, and walk out without stopping to pay.