What’s the Relevance of Explainable AI in B2B?
What’s the Relevance of Explainable AI in B2B?
Explainable or Interpretable AI (XAI) is all about humans being able to understand the result, output or solution that has been gene… Read more
Entries by Peter Lavers
Peter Lavers Features in SAS Step Programme
SAS, the leader in analytics and artificial intelligence, is providing a free re-skilling and employment initiative to help repair the economy, empower the country’s w… Read more
Playbooks in customer experience management
In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer experience managem… Read more
Six lenses of best practice for Customer Charter development
Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by.
In hund… Read more
Onalytica Interview with Peter Lavers
I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace.
In the interview I’m asked about how I became rec… Read more
SAS Global Forum
The SAS Global Forum is an event that brings together the most curious minds in analytics and data science.
It is a must for anybody interested in being more insight-led as a busines… Read more
Why treating customers fairly should be a top priority
As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top pr… Read more
Are there any good reasons for delaying a CX listening or improvement programme?
Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes.
I often hear “l… Read more
Joined up Voice of Customer and Staff Studies
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more
Adapting to New Normal Customer Behaviour Panel Discussion Summary
There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more
building a culture of customer centricity based on B2B Trust
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