Naveen Maheshwary

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Your First AI Project: Avoid Customer-facing Chatbots

Your competitor has a shiny new AI-driven chatbot, so shouldn't you be developing one, too? Not necessarily. Here's why these customer-facing bots …

Accelerating digital transformation with the spring 2018 release for Dynamics 365 and Business Application Platform

Today I’m thrilled to announce the spring 2018 release for Microsoft Business Applications. We’re unleashing a wave of innovation across the entire …

What Is Disruptive Innovation?

The theory of disruptive innovation, introduced in these pages in 1995, has proved to be a powerful way of thinking about innovation-driven growth. Many leaders of small, entrepreneurial companies praise it as their guiding star; so do many executives at large, well-established organizations, …

Disruptive Innovation

17. Disruptive Innovation<p>by Clayton M. Christensen<p>A disruptive technology or disruptive innovation is an innovation that helps create a new market …

What Happens When Data Scientists and Designers Work Together

Rise Science came to IDEO with a challenge. The young startup had built a robust data platform for college and professional athletes to track their sleep and adjust their behavior so that they played at peak performance. But for the players, the experience was challenging. Rise expected athletes to …

Profiting from Personalization

Personalization

Artificial intelligence: The time to act is now

Artificial intelligence will soon change how we conduct our daily lives. Are companies prepared to capture value from the oncoming wave of innovation?<p>…

Artificial Intelligence

The role of customer care in a customer experience transformation

No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of any effort to …

An executive’s guide to AI

Don't have a profile?<p>Please create a profile to print or download this article.<p>Create a profile to get full access to our articles and reports, …

Artificial Intelligence

14 mind-expanding TED Talks to watch if you have 20 minutes to spare

Over the past several years, TED talks have brought insights from the most prominent academics, business leaders, and writers to the masses.<p>If you want to get some quick enlightenment, look no further than this list of some of the most thought-provoking and mind-expanding TED talks available.<p>These …

These are the most critical skills for Digital Transformation

The way we live, work, and relate to one another is on the verge of a fundamental overhaul; this isn’t mere speculation anymore, but an impending …

How digital transformation starts with the customer experience

I attended the interview with Nick Drake, Senior Vice President, Direct to Consumer at T-Mobile and Otto Rosenberger who serves as CMO at the Hostelworld Group at the Adobe Summit. The key takeaway of the entire session was that customer experience is the beginning and the core of digital …

How You Battle the "Data Wheel of Death" in Growth

Beyond Brainstorming: An IDEO UX Ideation Technique

Ever wondered about how our designers at IDEO help overcome creative block when designing new products and services? The Mash-up method is a fast and …

Mashups

Mindset? Process? Method? A Comprehensive Descriptive Model for Design Thinking

There is a need for a description of DT that is less normative and static and that is specific enough to be able to frame it as a concept, yet …

Design

How using Design Thinking will fix Design Thinking

Design Thinking continues to be a hot topic (this article is one of many talking about it). Design Thinking has been hyped and even fetishized but there are also voices questioning its value, impact, and relevance.<p>Design Thinking faces criticism for its lacking integration with business and …

Design

10 essential TED talks for UX designers

<i>Leading web design conference</i> <i>Generate New York</i> <i>is taking place 25-27 April 2018. Speakers include Dan Mall, Val Head, Donna Lichaw, Jason Lengstorf</i> …

How Germany’s Otto uses artificial intelligence

A GLIMPSE into the future of retailing is available in a smallish office in Hamburg. From there, Otto, a German e-commerce merchant, is using …

Imagining the Retail Store of the Future

LONDON — What will the store of the future look like? Will we be served by fleets of gleaming robots, using built-in facial recognition technology to adjust each sales pitch to a person’s current mood or past spending preferences? Will there be voice-activated personal assistants, downloading the …

What can Utilities learn from Starbucks?

Regardless of the type of business, expectations of the customers have changed forever. Empowered with pervasive digital devices, today’s customers …

Putting customer experience at the heart of next-generation operating models

The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well.<p><b>Digital is reshaping</b> …

How to Practice Mindfulness Throughout Your Work Day

You probably know the feeling all too well: You arrive at the office with a clear plan for the day and then, in what feels like just a moment, you …

6 Ways to Look More Confident During a Presentation

Several years ago, colleagues and I were invited to predict the results of a start-up pitch contest in Vienna, where 2,500 tech entrepreneurs were competing to win thousands of euros in funds. We observed the presentations, but rather than paying attention to the ideas the entrepreneurs were …

Can AI Ever Be as Curious as Humans?

Curiosity has been hailed as one of the most critical competencies for the modern workplace. It’s been shown to boost people’s employability. Countries with higher curiosity enjoy more economic and political freedom, as well as higher GDPs. It is therefore not surprising that, as future jobs become …

A Better Way To Collect Bills From Customers Without Alienating Them

I was at a dinner recently, talking to a business executive about his company when he described a problem he was having collecting unpaid bills — a challenge all companies struggle with at some point. He wondered how do you balance the need to get paid without damaging a long-term relationship and …

Utilities Ignore Millennials at Their Peril

As the largest generational cohort in the history of the U.S. inches closer to paying their own electric bills, utilities have a novel chance to …

Millennials

Every Brand’s Customer Experience Needs to Be Mobile

If every brand customer experience is accessible via mobile, then you’re headed down the right path.<p>Mobile has become such a huge component of …

Industry 4.0 demystified--lean’s next level

Amid digital disruption, five principles can help companies find tangible value in Industry 4.0 solutions.<p><b>For years,</b> companies have pursued lean …

IDG Contributor Network: How digital transformation created the economy of complexity

The Digital Age, brought by the rise of cyber physical systems (CPS) and the Fourth Industrial Revolution, have completely changed the way companies …

Digital Age

Is Omni-channel the key to resolve all your Customer woes?

Over the past few years, one word has dominated the customer service world - “Omni-Channel.” This has become THE buzz word and has found its way in …