You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

In May 2024, OpenAI CEO Sam Altman sparked a firestorm by referencing the 2013 movie “Her” to highlight the novelty of the latest iteration of ChatGPT. This tiff highlights a broader interchange ...

Meta’s investment in Scale makes one thing clear: in the era of foundation models, owning a high-fidelity data supply is the new strategic moat. But you don’t need to be Meta, or spend billions, to ...

Spoiler alert: There isn’t one. Closing the feedback loop is notoriously challenging. To correct and adapt our programming, we need to understand what doesn’t work, who it doesn’t work for, and what ...

Feedback is routinely requested and occasionally considered. Using feedback and doing something with it is nowhere near as routine, unfortunately. Perhaps this has been due to a lack of a practical ...