By Tycho Ferrigni · September 5, 2025 · 6 min read According to MIT, 95% of investments in GenAI have produced zero measurable returns… This is from the Harvard Business review this week and the title of the paper is “Beware the AI Experimentation Trap.” Here is the link. We’ve hinted, or more […]
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By Tycho Ferrigni · August 14, 2025 · 2 min read Let’s rewind the clock to March of 1988. [“Going Big: Memories from the First Supercenter”] This is when Walmart rolled out its first Supercenter—a novel concept at the time that combined a general merchandise store with a grocery store. Customers could make one
Amazon and Walmart: History Doesn’t Repeat Itself, but It Often Rhymes Read More »
By Tycho Ferrigni · July 28, 2025 · 4 min read Today I want to talk about Digital Twins—and how they might serve as the perfect testbed for Intelligent Agents, particularly those powered by Generative AI (GenAI). Most of us working in tech (and even those not in tech) can feel the momentum
Digital Twins + GenAI Read More »
By Tycho Ferrigni · July 16, 2025 · 2 min read About a month ago, we shared a quick review of the article “Why is Customer Service So Bad? Because It’s Profitable” (link). In short, it highlighted how some companies seem to get away with ignoring poor customer experiences— largely because the short-term economics
Customer Experience: A Growth Engine Hiding in Plain Sight Read More »
By Tycho Ferrigni · June 30, 2025 · 3 min read Every now and again you read something and it just resonates with you to your core. The author, Paul Hlivko, does an excellent job of describing what many of us see in the AI space. In some respects he’s of describing how AI FOMO that
The AI Revolution will take longer than we think Read More »
By Tycho Ferrigni · June 19, 2025 · 3 min read This article came across our feed the other day. While it’s a little dated, it highlights a point worth revisiting. It is really important to listen to your customers. Why Is Customer Service So Bad? Because It’s Profitable. The article suggests that some
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Customer Experience is a Team Sport By Tycho Ferrigni · June 18, 2025 · 3 min read This HBR article did a really good job communicating the need to align the entire organization around the build out of a better Customer Experience. Did you know that DoorDash asks every employee — even execs and
Delivering a Good Customer Experience Requires Everyone Read More »