For the past several years, organizations have been asking an important question: How do we adopt AI? But I think the more consequential question is becoming: What kind of organization does AI require us to become? I'm certainly not alone in thinking this way. There is growing recognition that many of the barriers to realizing value from AI aren't purely technical. They are also organizational including governance, workflows, data, decision rights, workforce capabilities, lea

Organizations have invested heavily in understanding their customers. Customer satisfaction scores, Net Promoter Scores, reviews, complaints, contact center data, and social sentiment have become essential tools for measuring the customer experience. They tell us what customers think, how they feel, and whether their expectations are being met. These measures are valuable, but they rarely tell the whole story. Customer feedback is often treated as the destination of analysis