Earlier in the year, I sold an AI algorithm for consumer behavior and decision intelligence. It’s my third algorithm/AI acquisition, and each time the challenge is the same. There is a great underestimation of bias.
Technology magnifies the quality of the people, processes and data behind them. The more sophisticated we become in using AI about people, the more human we need to become.
CX professionals and leaders can put their energy into creativity, imagination and strategy with better use of AI/data. So, let’s look to manage our biases and use the opportunity to develop advantages from them!