Democratization of Low-Code, No-Code AI: A Path to Accessible and Sustainable Innovation

Introduction

As we stand at the dawn of a new era of technological revolution, the importance of Artificial Intelligence (AI) in shaping businesses and societies is becoming increasingly clear. AI, once a concept confined to science fiction, is now a reality that drives a broad spectrum of industries from finance to healthcare, logistics to entertainment. However, one of the key challenges that businesses face today is the technical barrier of entry to AI, which has traditionally required a deep understanding of complex algorithms and coding languages.

The democratization of AI, through low-code and no-code platforms, seeks to solve this problem. These platforms provide an accessible way for non-technical users to build and deploy AI models, effectively breaking down the barriers to AI adoption. This development is not only important in the rollout of AI, but also holds the potential to transform businesses and democratize innovation.

The Importance of Low-Code, No-Code AI

The democratization of AI is important for several reasons. Firstly, it allows for a much broader use and understanding of AI. Traditionally, AI has been the domain of highly skilled data scientists and software engineers, but low-code and no-code platforms allow a wider range of people to use and understand these technologies. This can lead to more diverse and innovative uses of AI, as people from different backgrounds and with different perspectives apply the technology to solve problems in their own fields.

Secondly, it helps to address the talent gap in AI. There’s a significant shortage of skilled AI professionals in the market, and this gap is only predicted to grow as the demand for AI solutions increases. By making AI more accessible through low-code and no-code platforms, businesses can leverage the skills of their existing workforce and reduce their reliance on highly specialized talent.

Finally, the democratization of AI can help to improve transparency and accountability. With more people having access to and understanding of AI, there’s greater potential for scrutiny of AI systems and the decisions they make. This can help to prevent bias and other issues that can arise when AI is used in decision-making.

The Value of Democratizing AI

The democratization of AI through low-code and no-code platforms offers a number of valuable benefits. Let’s take a high-level view of these benefits.

Speed and Efficiency

One of the most significant advantages is the speed and efficiency of development. Low-code and no-code platforms provide a visual interface for building AI models, drastically reducing the time and effort required to develop and deploy AI solutions. This allows businesses to quickly respond to changing market conditions and customer needs, driving innovation and competitive advantage.

Cost-Effectiveness

Secondly, these platforms can significantly reduce costs. They enable businesses to utilize their existing workforce to develop AI solutions, reducing the need for expensive external consultants or highly skilled internal teams.

Flexibility and Adaptability

Finally, low-code and no-code platforms provide a high degree of flexibility and adaptability. They allow businesses to easily modify and update their AI models as their needs change, without having to rewrite complex code. This makes it easier for businesses to keep up with rapidly evolving market trends and customer expectations.

Choosing Between Low-Code and No-Code

When deciding between low-code and no-code AI platforms, businesses need to consider several factors. The choice will largely depend on the specific needs and resources of the business, as well as the complexity of the AI solutions they wish to develop.

Low-code platforms provide a greater degree of customization and complexity, allowing for more sophisticated AI models. They are particularly suitable for businesses that have some in-house coding skills and need to build complex, bespoke AI solutions. However, they still require a degree of technical knowledge and can be more time-consuming to use than no-code platforms.

On the other hand, no-code platforms are designed to be used by non-technical users, making them more accessible for businesses that lack coding skills. They allow users to build AI models using a visual, drag-and-drop interface, making the development process quicker and easier. However, they may not offer the same degree of customization as low-code platforms, and may not be suitable for developing highly complex AI models.

Ultimately, the choice between low-code and no-code will depend on a balance between the desired complexity of the AI solution and the resources available. Businesses with a strong in-house technical team may prefer to use low-code platforms to develop complex, tailored AI solutions. Conversely, businesses with limited technical resources may find no-code platforms a more accessible and cost-effective option.

Your Value Proposition

“Harness the speed, efficiency, and cost-effectiveness of these platforms to rapidly respond to changing market conditions and customer needs. With low-code and no-code AI, you can leverage the skills of your existing workforce, reduce your reliance on external consultants, and drive your business forward with AI-powered solutions.

Whether your business needs complex, bespoke AI models with low-code platforms or prefers the simplicity and user-friendliness of no-code platforms, we have the tools to guide your AI journey. Experience the benefits of democratized AI and stay ahead in a rapidly evolving business landscape.”

This value proposition emphasizes the benefits of low-code and no-code AI platforms, including accessibility, speed, efficiency, cost-effectiveness, and adaptability. It also underscores the ability of these platforms to cater to a range of business needs, from complex AI models to simpler, user-friendly solutions.

Examples of Platforms Currently Available

Here are five examples of low-code and no-code platforms: (These are examples of the technology currently available and not an endorsement)

  1. Outsystems: This platform allows business users and professional developers to build, test, and deploy software applications using visual designers and toolsets. It supports integration with external enterprise systems, databases, or custom apps via pre-built open-source connectors, popular cloud services, and APIs.
  2. Mendix: Mendix Studio is an IDE that lets you design your Web and mobile apps using a drag/drop feature. It offers both no-code and low-code tooling in one fully integrated platform, with a web-based visual app-modeling studio tailored to business domain experts and an extensive and powerful desktop-based visual app-modeling studio for professional developers.
  3. Microsoft Power Platform: This cloud-based platform allows business users to build user interfaces, business workflows, and data models and deploy them in Microsoft’s Azure cloud. The four offerings of Microsoft Power Platform are Power BI, Power Apps, Power Automate, and Power Virtual Agents.
  4. Appian: A cloud-based Low-code platform, Appian revolves around business process management (BPM), robotic process automation (RPA), case management, content management, and intelligent automation. It supports both Appian cloud and public cloud deployments (AWS, Google Cloud, and Azure).
  5. Salesforce Lightening: Part of the Salesforce platform, Salesforce Lightening allows the creation of apps and websites through the use of components, templates, and design systems. It’s especially useful for businesses that already use Salesforce for CRM or other business functions, as it seamlessly integrates with other Salesforce products​.

Conclusion

The democratization of AI through low-code and no-code platforms represents a significant shift in how businesses approach AI. By making AI more accessible and understandable, these platforms have the potential to unlock a new wave of innovation and growth.

However, businesses need to carefully consider their specific needs and resources when deciding between low-code and no-code platforms. Both have their strengths and can offer significant benefits, but the best choice will depend on the unique circumstances of each business.

As we move forward, the democratization of AI will continue to play a crucial role in the rollout of AI technologies. By breaking down barriers and making AI accessible to all, we can drive innovation, growth, and societal progress in the era of AI.

Value Proposition”Embrace the transformative power of AI with the accessibility of low-code and no-code platforms. By democratizing AI, we can empower your business to create innovative solutions tailored to your specific needs, without the need for specialized AI talent or extensive coding knowledge.

Navigating Economic Recessions: The Role of AI and Customer Experience Management

Introduction

In the rapidly evolving business environment, leveraging the latest technology, especially AI and customer experience management (CEM), is often considered a primary component for achieving success. This is even more critical during economic recessions when businesses are faced with significant challenges. Understanding the implications of not employing these technologies during these periods is crucial in making informed strategic decisions.

The Losers: Ignoring Technology and Innovation

Companies that opt to ignore or underutilize technology such as AI and CEM during an economic recession are the likely losers in the long term. This is due to several reasons:

  1. Decreased Operational Efficiency: AI can streamline operations and automate routine tasks, thereby reducing costs and improving efficiency. Businesses that do not leverage this during a recession may face higher operational costs and reduced profitability.
  2. Inferior Customer Service: In the digital age, customers have come to expect personalized experiences, quick responses, and high-quality service. AI and CEM tools can help businesses deliver on these expectations. Without them, customer satisfaction may dwindle, leading to lost business.
  3. Inability to Make Data-Driven Decisions: AI has revolutionized the way businesses analyze data and make decisions. It can provide predictive insights that can guide a business during challenging times. Companies not leveraging AI may lack these insights, leading to less effective decision-making.

The Winners: Embracing Technology as a Strategic Advantage

On the other hand, businesses that embrace AI and CEM are likely to emerge as winners during and after an economic recession. Here’s why:

  1. Resilient Operations: By automating routine tasks and streamlining operations, businesses can reduce costs and maintain productivity even when resources are scarce.
  2. Enhanced Customer Loyalty: Superior customer service fosters loyalty, which is crucial during a recession. When businesses are fighting for every customer, having a loyal customer base can make a significant difference.
  3. Data-Driven Strategy: Businesses leveraging AI can make data-driven decisions that align with market trends and customer needs, allowing them to adapt to the changing economic landscape more effectively.

Balancing Technology Adoption and Business Strategy

However, it’s important to note that technology and business strategy are not in competition. Rather, they should be seen as complementary elements that, when integrated effectively, can help businesses navigate challenging economic conditions.

The most realistic approach to expanding your business during a recession involves a balanced strategy. Here are some steps to consider:

  1. Embrace AI and CEM: Invest in these technologies to improve operational efficiency, enhance customer experiences, and make data-driven decisions.
  2. Focus on Core Competencies: During a recession, it’s crucial to focus on what your business does best. Channel your resources towards areas where you can deliver the most value to your customers.
  3. Maintain Financial Discipline: Keep a close eye on cash flows and maintain a tight rein on expenditures. Be strategic about where you invest and cut costs.
  4. Pursue Strategic Partnerships: Forming partnerships can be a cost-effective way to expand your business and reach new customers.
  5. Innovate: Recessions often present opportunities for innovation. Look for ways to meet the evolving needs of your customers and differentiate your business from competitors.

Conclusion

While economic recessions pose significant challenges, they also present opportunities for businesses to innovate, adapt, and strengthen their market position. By leveraging AI and CEM and aligning these technologies with a sound business strategy, businesses can not only survive an economic downturn but also set the stage for future growth.

Ultimately, the winners and losers of a recession are determined not by the circumstances, but by how businesses respond to these circumstances. Ignoring the latest technology is akin to refusing a lifeline in troubled waters. In contrast, those who adapt and leverage these tools are likely to navigate the storm successfully and emerge stronger on the other side.

In the long run, the most sustainable approach is to see technology not as a competitor but as a strategic partner that supports and enhances your business processes. During an economic recession, this approach can provide the resilience, agility, and competitive advantage necessary to not only survive but thrive amidst uncertainty.

So, take the time to understand and adopt these emerging technologies, align them with your business strategy, and prepare your business to weather any economic storm. After all, the goal is not just to survive the recession but to emerge from it stronger, more resilient, and ready for growth.

Transformers and Latent Diffusion Models: Fueling the AI Revolution

Introduction

Artificial intelligence (AI) has been advancing at a rapid pace over the past few years, making strides in everything from natural language processing to computer vision. Two of the most influential architectures driving these advancements are transformer:

A transformer diffusion model is a deep learning model that uses transformers to learn the latent structure of a dataset. Transformers are distinguished by their use of self-attention, which differentially weights the significance of each part of the input data.
In image generation tasks, the prior is often either a text, an image, or a semantic map. A transformer is used to embed the text or image into a latent vector. The released Stable Diffusion model uses ClipText (A GPT-based model), while the paper used BERT.
Diffusion models have achieved amazing results in image generation over the past year. Almost all of these models use a convolutional U-Net as a backbone.

and latent diffusion models:

A latent diffusion model (LDM) is a type of machine learning model that can generate detailed images from text descriptions. LDMs use an auto-encoder to map between image space and latent space. The diffusion model works on the latent space, which makes it easier to train. LDMs enable high-quality image synthesis while avoiding excessive compute demands by training a diffusion model in a compressed lower-dimensional latent space.
Stable Diffusion is a latent diffusion model.

As we delve deeper into the world of AI, it’s crucial to understand these models and the critical roles they play in this exciting AI wave.

Understanding Transformers and Latent Diffusion Models

Transformers

The transformer model, introduced in a paper titled “Attention is All You Need” by Vaswani et al., in 2017, revolutionized the field of natural language processing (NLP). The model uses a mechanism known as “attention” to weight the influence of different words when generating an output. This allows the model to consider the context of each word in a sentence, enabling it to generate more nuanced and accurate translations, summaries, and other language tasks.

A key advantage of transformers over previous models, such as recurrent neural networks (RNNs), is their ability to handle “long-range dependencies.” In natural language, the meaning of a word can depend on words much earlier in the sentence. For instance, in the sentence “The cat, which we found last week, is very friendly,” the subject “cat” is far from the verb “is.” Transformers can handle these types of sentences more effectively than RNNs.

Latent Diffusion Models

In contrast to transformer models, which have largely revolutionized NLP, latent diffusion models are an exciting development in the world of generative models. Introduced by Sohl-Dickstein et al., in 2015, they are designed to model the distribution of data, allowing them to generate new, original content.

Latent diffusion models work by simulating a random process in which an initial point (representing a data point) undergoes a series of small random changes, or “diffusions,” gradually transforming into a different point. By learning to reverse this process, the model can start from a simple random point and gradually “diffuse” it into a new, original data point that looks like it could have come from the training data.

These models have seen impressive results in areas like image and audio generation. They’ve been used to create everything from realistic human faces to original music.

The Role of Transformer and Latent Diffusion Models in the Current AI Wave

Transformer and latent diffusion models are fueling the current AI wave in several ways.

Expanding AI Capabilities

Transformers, primarily through models like OpenAI’s GPT-3, have dramatically expanded the capabilities of AI in understanding and generating natural language. They have enabled the development of more sophisticated chatbots, more accurate translation systems, and tools that can generate human-like text, such as articles and stories.

Meanwhile, latent diffusion models have shown impressive results in generating realistic images, music, and other types of content. For instance, DALL-E, a variant of GPT-3 trained to generate images from textual descriptions, leverages a similar concept.

Democratizing AI

These models have also played a significant role in democratizing access to AI technology. Pre-trained models are widely available and can be fine-tuned for specific tasks with smaller amounts of data, making them accessible to small and medium-sized businesses that may not have the resources to train large models from scratch.

Deploying Transformers and Latent Diffusion Models in Small to Medium Size Businesses

For small to medium-sized businesses, deploying AI models might seem like a daunting task. However, with the current resources and tools, it’s more accessible than ever.

Leveraging Pre-trained Models

One of the most effective ways for businesses to leverage these models is by using pre-trained models (examples below). These are models that have already been trained on large datasets and can be fine-tuned for specific tasks. Both transformer and latent diffusion models can be fine-tuned this way. For instance, a company might use a pre-trained transformer model for tasks like customer service chatbots, sentiment analysis, or document summarization.

Pre-trained models are AI models that have been trained on a large dataset and are made available for others to use, either directly or as a starting point for further training. They’re a crucial resource in machine learning, as they can save significant time and computational resources, and they can often achieve better performance than models trained from scratch, particularly for those who may not have access to large-scale data. Here are some examples of pre-trained models in AI:

BERT (Bidirectional Encoder Representations from Transformers): This is a transformer-based machine learning technique for natural language processing tasks. BERT is designed to understand the context of each side of a word (left and right sides). It’s used for tasks like question answering and language inference.

GPT-3 (Generative Pre-trained Transformer 3): This is a state-of-the-art autoregressive language model that uses deep learning to produce human-like text. It’s the latest version of the GPT series by OpenAI.

RoBERTa (A Robustly Optimized BERT Pre-training Approach): This model is a variant of BERT that uses different training strategies and larger batch sizes to achieve even better performance.

ResNet (Residual Networks): This is a type of convolutional neural network (CNN) that’s widely used in computer vision tasks. ResNet models use “skip connections” to avoid problems with training deep networks.

Inception (e.g., Inception-v3): This is another type of CNN used for image recognition. Inception networks use a complex, multi-path architecture to allow for more efficient learning.

MobileNet: This is a type of CNN designed to be efficient enough for use on mobile devices. It uses depthwise separable convolutions to reduce computational requirements.

T5 (Text-to-Text Transfer Transformer): This model by Google treats every NLP problem as a text-to-text problem, allowing it to handle tasks like translation, summarization, and question answering with a single model.

StyleGAN and StyleGAN2: These are generative adversarial networks (GANs) developed by NVIDIA that are capable of generating high-quality, photorealistic images.

VGG (Visual Geometry Group): This is a type of CNN known for its simplicity and effectiveness in image classification tasks.

YOLO (You Only Look Once): This model is used for object detection in images. It’s known for being able to detect objects in images with a single pass through the network, making it very fast compared to other object detection methods.

These pre-trained models are commonly used as a starting point for training a model on a specific task. They have been trained on large, general datasets and have learned to extract useful features from the input data, which can often be applied to a wide range of tasks.

Utilizing Cloud Services

Various cloud services offer AI capabilities that utilize transformer and latent diffusion models. These services provide an easy-to-use interface and handle much of the complexity behind the scenes, enabling businesses without extensive AI expertise to benefit from these models.

How These Models Compare to Large Language Models

Large language models like GPT-3 are a type of transformer model. They’re trained on vast amounts of text data and have the ability to generate human-like text that is contextually relevant and sophisticated. In essence, these models are a testament to the power and potential of transformers.

Latent diffusion models, on the other hand, work in a fundamentally different way. They are generative models designed to create new, original data that resembles the training data. While large language models are primarily used for tasks involving text, latent diffusion models are often used for generating other types of data, such as images or music.

The Future of Transformer and Latent Diffusion Models

Looking towards the future, it’s clear that transformer and latent diffusion models will continue to play a significant role in AI.

Near-Term Vision

In the near term, we can expect to see continued improvements in these models’ performance, as well as their deployment in a wider range of applications. For instance, transformer models are already being used to improve search engine algorithms, and latent diffusion models could be used to generate personalized content for users.

Long-Term Vision

In the longer term, the possibilities are even more exciting. Transformer models could enable truly conversational AI, capable of understanding and responding to human language with a level of nuance and sophistication that rivals human conversation. Latent diffusion models, meanwhile, could enable the creation of entirely new types of media, from AI-generated music to virtual reality environments that can be generated on the fly.

Moreover, as AI becomes more integrated into our lives and businesses, it’s crucial that these models are developed and used responsibly, with careful consideration of their ethical implications.

Conclusion

Transformer and latent diffusion models are fueling the current wave of AI innovation, enabling new capabilities and democratizing access to AI technology. As we look to the future, these models promise to drive even more exciting advancements, transforming the way we interact with technology and the world around us. It’s an exciting time to be involved in the field of AI, and the potential of these models is just beginning to be tapped.

Leveraging Python programming in AI to enhance customer experience management (CEM):

Introduction:

  1. Data collection and integration: Gather customer data from various channels, such as social media, emails, chatbots, surveys, and more. Use Python libraries like Pandas and NumPy for data manipulation and cleaning, ensuring a high-quality dataset for analysis.
  2. Sentiment analysis: Analyze customer feedback and interactions to gauge sentiment, using natural language processing (NLP) tools like the Natural Language Toolkit (NLTK) or spaCy. This allows you to understand customer opinions and emotions, helping you respond effectively and improve your service.
  3. Personalization: Use machine learning algorithms, like clustering or recommendation systems, to analyze customer preferences and behavior. Implement personalized marketing campaigns, product recommendations, and tailored support using libraries like Scikit-learn, TensorFlow, or PyTorch.
  4. Customer segmentation: Group customers based on similar characteristics, preferences, and behavior patterns. This enables you to design targeted marketing campaigns and services, ensuring better customer engagement and retention.
  5. Chatbots and virtual assistants: Develop AI-powered chatbots using Python frameworks like Rasa or ChatterBot to provide instant support, answer frequently asked questions, and guide customers through their journey. This can help reduce response times and increase customer satisfaction.
  6. Predictive analytics: Use machine learning models to predict customer behavior, such as likelihood of churn, lifetime value, or next purchase. This helps you proactively address issues and identify potential opportunities for growth.
  7. Performance monitoring and evaluation: Use Python libraries like Matplotlib or Seaborn to visualize data and evaluate the effectiveness of your CRM strategy. Continuously monitor and adjust your AI-driven initiatives based on the insights gained.
  8. Integration with existing CRM tools: Ensure seamless integration of AI-driven capabilities with your existing CRM tools, such as Salesforce or HubSpot, to maximize efficiency and maintain a single source of truth for customer data.
  9. Data privacy and security: Be mindful of data privacy regulations, like GDPR or CCPA, and ensure your AI-driven initiatives protect customer data. Implement strong data encryption and access control measures using Python libraries like cryptography or PyNaCl.
  10. Employee training and change management: Educate your staff on the benefits of AI-driven CRM solutions and train them on how to use these tools effectively. Emphasize the importance of human-AI collaboration to achieve the best results in customer experience management.

An effective entry and exit strategy is crucial to ensure the successful deployment of AI-driven CRM solutions in your small to medium-sized business. Here’s a plan for both entry and exit:

Entry Strategy:

  1. Needs assessment: Conduct a thorough analysis of your current CRM processes to identify pain points, inefficiencies, and opportunities for improvement. Determine the specific AI-driven capabilities that best address your business needs and align with your overall strategy.
  2. Select the right tools and technologies: Choose appropriate Python libraries, frameworks, and AI tools based on your needs assessment. Consider factors such as ease of use, scalability, and community support when making your selection.
  3. Develop a proof of concept (PoC): Start with a small-scale PoC to test the feasibility of the chosen AI-driven solution. This allows you to identify any issues, refine the solution, and validate its effectiveness before committing significant resources.
  4. Data preparation: Collect, clean, and preprocess the data required to train and test your AI models. Ensure data privacy and security measures are in place to protect sensitive information.
  5. Model development and validation: Develop the AI models using the selected tools and technologies, and validate their performance using relevant evaluation metrics. Iterate on the models to optimize their accuracy and efficiency.
  6. Integration: Integrate the AI-driven solution into your existing CRM system, ensuring seamless data flow and compatibility with other tools in your tech stack.
  7. Training and support: Provide comprehensive training and support to employees on using the AI-driven CRM tools effectively. Establish clear guidelines on human-AI collaboration to maximize the benefits of the solution.
  8. Monitoring and maintenance: Continuously monitor the performance of the AI-driven solution and make adjustments as needed to ensure optimal results.

Exit Strategy:

  1. Performance evaluation: Periodically evaluate the performance of the AI-driven CRM solution against predefined objectives and KPIs. If the solution is not meeting expectations or becomes obsolete, consider exiting the deployment.
  2. Identify alternative solutions: Research alternative tools, technologies, or approaches that better address your business needs and align with your CRM strategy.
  3. Data migration: Safely migrate your data from the current AI-driven solution to the new system, ensuring data integrity and privacy.
  4. System decommissioning: Gradually phase out the existing AI-driven solution, ensuring a smooth transition for employees and customers. This may involve updating relevant documentation, reconfiguring workflows, and retraining staff.
  5. Post-deployment review: Conduct a thorough post-deployment review to assess the reasons for exiting the solution, identify lessons learned, and implement improvements in future CRM initiatives. This analysis can help prevent similar issues from arising in future deployments.

Measures of success after deploying an AI-driven CRM solution can be both quantitative and qualitative. These metrics will help you evaluate the effectiveness of the solution in improving customer experience and driving business growth. Key performance indicators (KPIs) include:

  1. Customer Satisfaction (CSAT) Score: CSAT measures the degree to which customers are satisfied with your products, services, or support. A higher CSAT score indicates that your AI-driven CRM solution is positively impacting customer experience.
  2. Net Promoter Score (NPS): NPS gauges customer loyalty by measuring the likelihood that they will recommend your business to others. An increase in NPS post-deployment suggests that the AI-driven CRM solution is enhancing customer engagement and retention.
  3. Customer Retention Rate (CRR): CRR measures the percentage of customers retained over a given period. A higher CRR indicates that the AI-driven CRM solution is effectively reducing customer churn.
  4. Customer Lifetime Value (CLV): CLV estimates the total revenue a customer will generate for your business throughout their relationship with you. An increase in CLV post-deployment implies that the AI-driven CRM solution is fostering long-term customer relationships and driving revenue growth.
  5. Average Resolution Time (ART): ART is the average time taken to resolve customer issues or queries. A decrease in ART post-deployment indicates that the AI-driven CRM solution, such as chatbots and virtual assistants, is streamlining support processes and improving customer satisfaction.
  6. First Contact Resolution (FCR) Rate: FCR measures the percentage of customer issues resolved on the first interaction. An increase in FCR post-deployment suggests that the AI-driven CRM solution is enhancing the efficiency and effectiveness of your support team.
  7. Conversion Rate: This measures the percentage of leads or prospects that convert into customers. An increase in conversion rates post-deployment indicates that the AI-driven CRM solution is effectively nurturing leads and driving sales.
  8. Revenue Growth: Assess the impact of the AI-driven CRM solution on overall revenue growth by comparing pre- and post-deployment sales figures.
  9. Employee Satisfaction: Gauge the satisfaction and productivity of employees using the AI-driven CRM tools. Increased employee satisfaction can lead to improved customer interactions and better overall performance.
  10. Return on Investment (ROI): Calculate the ROI of the AI-driven CRM deployment by comparing the costs of implementation, maintenance, and training with the benefits derived, such as increased revenue, reduced churn, and improved customer satisfaction.

Regularly monitoring these KPIs will help you assess the success of the AI-driven CRM deployment and make data-driven decisions to optimize its performance. Keep in mind that some metrics may be more relevant to your specific business goals and industry, so customize your success measures accordingly.

Stating The Obvious…

Every night I read the headlines going into tomorrow’s news cycle and I’m amazed by the lack of investigation by the mainstream media, they would rather adopt stating the obvious and taking a side. Telling me it’s going to rain outside, when it’s already raining, is just not valuable information. Also trying to entice page-views by saying, it’s raining out and it has rained hard two days in a row is just hyperbole and obvious to most. Then we have tonight’s financial “shocking” news that the manufacturing industry will see a pull back in growth, something akin to the levels we saw back in 1946. Housing starts are at historical lows, unemployment numbers have reached record highs, small business will experience a difficult 2020, restaurants and hotels have been devastated during the first few months of 2020. Not being snarky, but if you weren’t aware of these headlines in your own head, or just by looking out the window of the shelter-in-place domicile you have been living in, then that rock that you’ve been living under has created a great shelter for you.

While we all are living sequestered lives, at a bare minimum I would hope the folks that get paid to “inform” us of provocative news which is based on their intrepid research, will begin to do what is expected. We want, or I’ll say even to go as far as to demand the information that is typically reserved to media-credentialed individuals provided as “news”. Don’t tell us about something we already know, especially with your opinion wrapped around it. More importantly, tell us how the government, industry or other channels are working to right the ship. However, if this goes beyond the expectation of our media professionals, then we are left to re-write the obvious to meet a stance that makes the audience complacent and uninterested in “your” breaking news.

Bottomline, we should be asking and expecting more from our media professionals, I’ll get opinion and sound bites from Twitter.

A Case for Factual Positivity…

The hourly barrage of disappointing news, statistics that highlight the negative trends which can be culled from any sample data and the dire warnings of things to come can really take its toll on you mentally if you let it. However, there is also a problem with “only” hunting for and regurgitating the positive (trying to find that silver lining), ironically you may start to imagine / embellish / inflate stories you have heard that may not actually be factual. So, what am I trying to say here…Positivity is beneficial, when it is grounded in fact and comes with a reputable audit trail. This is a lot harder to produce than the alternative. Yes, there are always people that will gravitate to the negative, salacious and / or outrageous commentary. Why, because it’s exciting and can be used to attract an interactive and boisterous audience which equals more pageviews and more clicks. Positivity is typically not going to be as “sexy” as a negativity, especially when that negative statement is rooted in controversy. We’ve all heard of the term Hot Takes and the provocative nature they are derived from.

Understanding the above, leadership needs to know their audience (I discussed this in a previous post)…will the audience listen to facts, will it be confusing to the group, does it meet the expectations of the reader? The author may want to begin the dialog with controversy / negativity / rumor just to gain their audiences attention, pique their interest and then begin to address the individual topics one-by-one with a positive spin, containing the facts that will ultimately push the negative elements to the back of their audience’s mind. However, be aware in that audience there may also be…

The Troll

Unfortunately, there has been a whole new online personality that has developed over the last few years (Internet Troll) – Those that love to poke the bear for a reaction and ultimately receive notoriety that they would not have normally had in “normal” society. They would not dare do this in public, so they will hide behind avatars, burner accounts, handles and any other user id that gives them anonymity. Once exposed, they will quickly dispose of the ID and start a new one to continue their lust for attention. While often easy to shut them down via facts and figures, they are not limited in their pursuit of a crowd. They will often say the most outrageous comments, just to see / get the reaction. Getting out in front of them is key in your communication strategy to shed positivity, where positivity is warranted.

In summary, the case for factual positivity is absolutely warranted. It provides that proverbial “light at the end of the tunnel” which helps to keep the team / organization motivated, but also aides in knocking the troll nation down a peg by hindering the notoriety and fame they are desperately seeking.

Leadership During Uncertainty…

During times of uncertainty and the resulting anxiety it brings, most people are looking to leaders, or voices of reason for words to continue move forward with. Keeping conversations clear and concise is critical to communication. Trying to project alternative messaging, make a statement, taking a stance is not going to be helpful and should be avoided. Sure, leaders do not possess a crystal ball to give us what we really desire (answers to the complex questions) but they do have an engaged audience and the attention that others may not have. They are not the voices that need to publish to be heard, they are typically a voice that is subscribed too. Therefore, an element of positivity and total clarity is key to the communication.

For example, if someone was to ask…When is this all going to end, when do we get back to normal? (use a checklist)

  • Be Positive: Simple statements – We will get back to normal, this is not status quo
  • Be Factual: Over the last “x” days, or weeks we have seen the curve flattening in “x” countries – This has happened because of “x” actions
  • Be Clear: Don’t make your audience guess what you mean, or interpret it differently than stated
  • Provide Perspective: Prior to this situation, here is where we were with regards to the economy, opportunities and technological advancement
  • Be Open-Minded: Answer with – That’s a valid point and lets address this offline and get back to everyone as a whole on our finding
  • Provide Guidance: In “x” days, we will reassess where we are and make the next set of decisions – This will be based on the following criteria and here is where you can find that information
  • Assign Accountability / Ownership: Each item that was not answered, needs to have an individual assigned and estimate on delivery provided – The audience will know who to go to for resolution of “x” issue

Remember – Facts, ultimately speak louder than emotion in the end. Of course, people will tend to gravitate towards emotional, loud, salacious and wild commentary versus a dialog surrounded by facts and figures. Facts don’t get the pageviews and clicks that controversy will. But at the end of the day, people will remember who “lead” them in times of uncertainty and if or when these times happen again (and you know they will) hopefully they will call upon the voices of reason to provide guidance they desperately need.