Mitch Lieberman

Conversational AI May Not Be What You Think

Conversations are important and well understood. Artificial Intelligence (AI) is important but only partially understood. Stringing all of the words together does not add clarity, quite the opposite. Conversational Artificial Intelligence, better known as Conversational AI, is a misunderstood and misused term. There are...

What is a Conversation, why is it Important?

A conversation is the most straightforward, easy to describe, form of communication. Very few people, if anyone, will raise an eyebrow and say ‘conversation, I am not sure what you mean’. This is an important distinction when compared with an interaction, a relationship or...

How to Balance Growth with Scale in a Small Business

All businesses face challenges. Small businesses face the same types and scale of challenges as enterprise businesses. Course corrections—the results of decisions—impact businesses every day, and some decisions hit harder than others. Now, consider a small business, which is in a growth stage or...

Digital Engagement Requires Context Integration

The relationship between customer and company progresses through a spectrum of emotional stages, ranging from indifference to brand loyalty. The manifestation of this relationship progresses from listening, learning and asking, through transactions, engagement and vocal brand advocacy (or vocal brand distaste). The specific transition...

The Parallel Lives of Open Source and Social Networks

Early today, just after my morning run, my brother forwarded to me an article from the NYT about making money with Open Source software. For many in the tech community, this is a bit of old news. The summary version is that you really...

Freshdesk Attracts another $31M in Series D Funding

I do not typically write about IPOs, or funding or things of this nature. But, this is interesting for a number of reasons,, in a space I do watch carefully. Yes, Freshdesk has 23,000 customers,  10,000 in the past two quarters, across 175 countries,...

Going on a Data Diet, my New Years Resolution

As New Years resolutions go, they are fun and provide an opportunity to reflect, to set a course for the next year. About 45% of Americans make them, while only about 8% of those that do are actually successful in achieving the resolution....

Giving up Control for a Connected Culture

I applaud the efforts that some have made to champion the need and reduce the effort to connect with friends, neighbors, peers, colleagues and family (companies large and small). Whether they live around the corner, or around the globe, we are networked, in-tune, connected...

Nothing is Free, Privacy is an Illusion

A series of recent online conversations, published articles and broadcast news led to this short post, which might give some folks something to think about. Or, maybe you will stop reading after the first few words. This post is also about online properties, such...

There is a Big Difference Between Can’t and Won’t

A series of recent experiences on the customer side shed light on what I believe is a growing problem, possibly made worse by the public nature of communications – or possibly just poor grammar. Cannot or Can't is an expression of inability or incapacity –...

Stop Thinking in Two Dimensions

The language of computers is binary, it is ruled by ones and zeros 1/0. I fear that this has rubbed off on us humans; Yes/No, Black/White, Lager/Ale (I digress), the list gets longer and longer. In the land of the social web, it gets...

No Beginning, No Middle and No End

When I was growing up, my dad got up, went to the office and worked, came home put his brief case near the door, where he picked it up on the way to office the next day. I work from home, I...

Rethinking the Customer Journey

Funny thing about customers, they do not seem to follow a Map. In the good old days, if you wanted to plot a course, you needed a map; a physical piece of paper with roads, highways, streets and avenues written in different colors, big fonts...

Context Integration, the Future of System to System Interactions

Context integration is the future of system to system interaction. By prioritizing relevance, customer needs and jobs-to-be-done, context is the reason to operationalize big data. Definition: Context integration is the instantaneous combination of information and process integrated at a point in time, location, to the...

The Evolution of Customer Community

Community: a group of people sharing common characteristics, common history or common social, economic, or political interests, often located in close physical proximity to other members; interactions are usually face-to-face. 1 Online Community: Same as above, with two big caveats, the proximity is virtual and...

The Fine Line Between Personalization and Creepy

Setting the Stage "Hi Mitch, I saw you were searching for sales organization and sales strategy information information on the web..…… Are you available for a quick 5 minute chat today?" Yes, I received this in the body of an email. The email...

Experience Innovation

Moore observed, nearly a half century ago, that the power of computational devices would double every 18 months (based on how many components could be squeezed onto an integrated circuit). Therefore, it is not much of a leap to suggest that the functional capabilities...

Maybe We are Using the Wrong Words to Describe Collaboration

When we attempt to describe something we are often judge based upon the words we use. Choose certain words and we are considered buzzword compliant or worse, SEO compliant. Choose the wrong words and we are considered out of touch, old school or not...

Enterprise Customer Experience, A Convergence

Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or service use. Enterprise Customer Experience represents the people, internal processes and technology required to listen, guide and engage your customers in the digital world;...

Context, the Difference between Information and Knowledge

In my weekly routine, I try to strike a balance between academic thinking, practical thinking and the balance between the two. Living in northern Vermont gives me the opportunity to create fun metaphors to think through complex topics, allowing me to add a bit of...

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