Articles for Jonathan Moran
The Value of Moving AI and Analytics to the Front Office
Various forms of AI and descriptive and predictive analytics have been used in the back office for decades, and we're now seeing them being brought into the front office to power personalization in customer engagement.
How Technical Debt Can Impact the Customer and Employee Experience
The downstream effects of maintaining legacy systems or processes can be unpleasant and long-lasting.
Digital Twins: A Marketer's Guide
Digital twins can help companies guide customers to the ideal outcomes on their journey rather than forcing them down a predefined path.