Originally published on Customer Think, June 25, 2025. Customer churn is a silent assassin of businesses. Losing customers means losing revenue, momentum, and sometimes your competitive edge. Traditional metrics—like purchase history, support tickets, and usage patterns—only tell part of the story. Artificial intelligence (AI) is here to fill in the gaps and see what others can’t.
Originally published on Harvard Business Review, August 1, 2025. The VP of engineering at a leading technology company stared at the quarterly adoption metrics with growing frustration. Twelve months after rolling out a state-of-the-art AI coding assistant—a tool...
Originally published on Tech Policy Press, March 19, 2025. AI research—these days primarily driven by corporate interests—often embraces strange priorities. Amidst multiple crises in public health, climate, and democracy, we could do better than synthetic image and text...
Originally published on Gartner, June 25, 2025. Analysts to Explore Agentic AI Trends During Gartner IT Symposium/Xpo, September 8-10 on the Gold Coast Over 40% of agentic AI projects will be canceled by the end of 2027, due...
Originally published on Reuters.com, July 3, 2025. The ‘Empire of AI’ author joins our new weekly Q&A series with cultural tastemakers to explore the intersection of their craft and the news. When journalist Karen Hao first profiled OpenAI...
Originally published on AI SNAKE OIL, May 1, 2025. With the release of OpenAI’s latest model o3, there is renewed debate about whether Artificial General Intelligence has already been achieved. The standard skeptic’s response to this is that...
Originally published on The Wall Street Journal, April 26, 2025. Successful AI adoption begins with a targeted approach, and proceeds with careful orchestration and scaling across the organization AI adoption among companies is stunningly high, but most of...
Originally published on LinkedIn, April 1, 2025. In my previous newsletters, we’ve explored how contact centers thrive when viewed as interconnected ecosystems—from WFM maturity models that reveal organizational health to risk-rated capacity plans that build resilience. We’ve examined...
Originally published on MIT Sloan, March 24, 2025. Generative AI doesn’t suit every problem. Use these guidelines to decide between predictive AI — machine learning and deep learning tools — and generative AI. THE ANALYTICS LANDSCAPE has evolved...
Originally published on XGBlog, January 30, 2025. This is the third part in the series of blog posts about XGBoost, based on my 2024 GTC presentation you can find Part 1 here, and Part 2 here. Today we...
