Reading Room

Business pushing for immunity from COVID-19 lawsuits.

LEGAL • BUSINESS
05.30.20

Lobbysts, Republicans push to give immunity to corporations against negligence claims, as insurance industry predicts largest event in its history.

coronahelp

Providing helpful content in "fluctuating moments."

TECHNOLOGY • BUSINESS • CULTURE
04.30.20

Content developers can help consumers "in these fluctuating moments" by exploring five search behaviors "playing out across markets." Think with Google found people are searching along these topics.

birds

In the stillness of the COVID-19 lockdown, birds delight.

CULTURE • OUTDOORS
04.21.20

More people are hearing birds singing in urban and suburban settings as COVID-19 turns down noise volumes around the world, John Fitzpatrick, Director of the Cornell Laboratory of Ornithology, told Reuters.

AI

Search Intent and the Customer Journey.

TECHNOLOGY • BUSINESS
03.20.20

Search intent signals help marketers engage today's consumers who expect curated CX. And search behavior is driven by six canonical need states that should inform your marketing strategy.

AI

Algorithm accountability through multi-layered impact assessments and collaborative governance, using dignitary, justificatory and instrumental rationales.

LEGAL • BTECHNOLOGY
02.24.20

Future of Privacy Forum's 2019 Policy Papers winner, Algorithm Impact Assessments under the GDPR: Producing Multi-layered Explanations, focuses on how GDPR's dual governance approach: individual rights and systemic governance "interact and overlap."

CX

Understanding and predicting intent to engage "today's curatorial consumer."

TECHNOLOGY • BUSINESS
01.20.20

To "keep up with today's curatorial consumer" who controls their content consumption, marketers are cooking with data signals, creative and media to "co-create end-to-end content experiences."

CX

Amazon Connect to deliver out-of-the-box AI tools for contact centers.

TECHNOLOGY • BUSINESS
12.16.19

Amazon announced two AI services positioned to help contact centers tackle data silos at its re:Invent event in Las Vegas this month, said Karl Walder, managing director at Oigo.cx.

CX

HUD proposed rule opposed for providing affirmative defenses in housing discrimination caused by algorithms.

LEGAL • TECHNOLOGY • BUSINESS
11.25.19

This past August, HUD (the U.S. Department of Housing and Urban Development) released a proposed rule that "creates three affirmative defenses for housing providers, banks, and insurance companies that use algorithmic models to make housing decisions.

CX

Tackling data silos that obstruct CX, and three other customer buzz kills that cloud and omnichannel eliminate.

TECHNOLOGY • BUSINESS
10.24.19

Customer experience leaders strive for operational efficiency, effective IT environments and cost reductions as they navigate license and infrastructure costs, volume fluctuations and siloed data.

Capitalism

Capitalism Redefined

BUSINESS • CULTURE
09.24.19

Business leaders check shareholder primacy in the face of rising social activism and the media's push for accountability.

Ambient

Multigenerational Homes and Ambient tech

TECHNOLOGY • BUSINESS • CULTURE
08.24.19

More Gen Xers and millenials are buying multigenerational homes to care for family, ambient tech poised to deliver helpful -- not just merely smart -- experiences for communal living.

Ambient

Ambient computing promises to deliver better experiences

TECHNOLOGY • BUSINESS • CULTURE
07.24.19

Ambient computing is anticipated to make technology fade into the background, quietly tracking metrics to derive needs, intent, and offer the promise of better living.

Storytelling

Marketing to baby boomers

TECHNOLOGY • BUSINESS • CULTURE
05.20.19

Older Americans are favoring on-demand platforms and voice assistance, but concerned about privacy and security more than other demographics.

Storytelling

Creative content, story building, trust critical in a world of automated marketing

TECHNOLOGY • BUSINESS
04.22.19

Now that CX is the new battleground, personalized, creative content for emotional connections with your brand "matter even more"

Gender Equality and Big Data

Information Communication Technology (ICT) empowering women in developing countries

TECHNOLOGY • CULTURE
03.20.19

PROGRESS LIMITED BY GAPS in access and lack of data about women and girls, burdening advocacy and policy development.

National AI initiative announced.

Administration announces national AI initiative

LEGAL • TECHNOLOGY
02.20.19

THIS MONTH the administration signed an executive order creating an AI initiative program. It "orders the federal government to direct existing funds, programs, and data in support of AI research and commercialization."

Data Rich City Surveillance

Data-rich city surveillance shows gaps in privacy laws

LEGAL • TECHNOLOGY
01.20.19

PRIVACY LOCALISM fills gaps in privacy laws, as routine and random surveillance in public spaces proliferates in data-rich urban environments, producing and storing massive datasets available through open data programs for publication, analysis or redistribution.

Customer-centric, AI-driven CX

TECHNOLOGY • BUSINESS
12.17.18

CUSTOMER-CENTRICITY and reducing customer effort, strategic to realizing competitive business advantage

CX and AI

TECHNOLOGY • BUSINESS
11.05.18

THE ALLIANCE BETWEEN CX and AI forges on to the front line of business excellence. The new rules of CX go beyond CRM and metrics. AI will dominate in the new battleground for competitive advantage.

Edge and Fog

TECHNOLOGY • BUSINESS
09.25.18

THE LARGEST GATHERING of Edge and Fog influencers meeting at Fog World Congress. The Edge computing market estimated to reach over $6 billion by 2022 as IoT to produce mammoth amounts of data, expected to reach over 1.5 GB per person, per day.

Multigenerational Households

BUSINESS • CULTURE
09.02.18

Lawmakers, lending and building adapt to growing multigenerational household trend. Shifting demographics, rising material costs and smart technology are driving societal change.

Multigenerational Workforce

BUSINESS • CULTURE
07.02.18

SHIFTING DEMOGRAPHICS LEADING business and markets to adapt, embrace new ways to engage the 65-plus population, embrace multigenerational workplaces and age-smart practices.

Hummer Happy Hour

OUTDOORS • DESIGN
06.02.18

AFTER SPRING BREAK in the country, many city dwellers long to create a nature vibe in their urban space. Perhaps even googling "ideas for making my balcony feel like nature." Here's a curated guide.

Scale Up in the Cloud

TECHNOLOGY • BUSINESS
05.02.18

CLOUD COMPUTING MAKES it cost-effective for contact centers of any size or budget to scale up their IT, engage the power of analytics. Summary data won't give you what you need to understand complex patterns.

Commodifying Discrimination

LEGAL • TECHNOLOGY
04.11.18

USING, COMMERCIAL, SOCIAL and historical data mining to determine threat levels. Unintential discrimination can happen when police rely on machines for their suspicion detection.

CX and UX Together

TECHNOLOGY • BUSINESS
04.04.18

CX AND UX with cognitive technologies candecrease Churn and increase Loyalty. Measuring customer experience according to only qualitative data and contact center performance doesn't give you the quantitative data you need to deliver higher end-to-end experiences across multiple devices.

Algorithm Impact Assessments

LEGAL • TECHNOLOGY
03.02.18

SOMEBODY'S GOING TO MAKE THE KIDS BE ACCOUNTABLE Artificial Intelligence (AI) is being asked to comply with fairness and due process. Last week, AI NOW Institure proposed an early stage framework structured around Algorithm Impace Assessments (AIAs)

Somebody is Minding the Kids

TECHNOLOGY
02.13.18

MACHINE LEARNING ALGORITHMS tell us what's likely to happen, but they can't say why. Researchers are asking AI to explain its decisions to people. Questions about the disconnect between how humans and machines make decisions have given rise to a call for data transparency and novel field of research: Explainable AI.

NYC Algorithm Bill

LEGAL • TECHNOLOGY
02.02.18

NYC TO INVESTIGATE automatic decision systems. Algorithms used by automated decision systems can produce bad decisions. The prospect of bias can happen from inequality in application and consequential decision-making.

Data Privacy: Finding Balance

LEGAL • TECHNOLOGY
01.02.18

MODERN LIFE IS raising questions about the data ownership landscape. Dr. Barry Devlin an expert on business insight has proposed that consumers should have the right to license their own data to other parties. The European Union is giving consumers more control with the General Data Protection Regulation.

What are Curated Experiences?

TECHNOLOGY • BUSINESS
01.02.18

COMPANIES NEED INSIGHT into what's important to consumers before even engaging with them. Insight starts with first-party data and extends to machine learning. The two help marketers understand new audiences that are similar to the best customers, and be useful across new placements and media touch points.