You would think that a successful company like Apple would want to learn what ticks off its customers about its products and services, and then fix them. You would think that it would learn that its negative-thinking artificial intelligence assistant, known as "Siri," is ticking off users. Few people want to hear the opinion of a computer, especially when it contradicts their own opinion in a negative way. However, Apple keeps going its merry way without paying any attention to its products' users. [More...]

Several years ago, my wife and I invested in a project called "Sanctuary Belize" and, like many of the investors, we were incredibly excited about the prospect of retiring in paradise. After a time, things just weren't adding up. The company supposedly put controls in place to reverse course, but we exited the project. As it turned out, those controls either were not put in place or failed. The U.S. Federal Trade Commission last week announced that it had shut the thing down, and highlighted it as one of the largest scams in its history. [More...]

The LF Deep Learning Foundation has announced the availability of the first software from the Acumos AI Project. Dubbed "Athena," it supports open source innovation in artificial intelligence, machine learning and deep learning. The goal is to make critical new technologies available to developers and data scientists everywhere. Launched earlier this year, Acumos is part of a Linux Foundation umbrella organization, the LF Deep Learning Foundation, that supports and sustains open source innovation in AI, ML and DL. [More...]

Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it's clear that problems exist, what's less straightforward is why CX practitioners face these challenges and how governance can make a big difference. [More...]