Who's liable when AI analyses your customer feedback — the software, or you?
When an AI analyses your customers and gets something wrong, the liability lands on you, not the software. Where the line actually falls — and how to make sure you're never the one left defending a black box.
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Who's liable when AI analyses your customer feedback — the software, or you?
When an AI analyses your customers and gets something wrong, the liability lands on you, not the software. Where the line actually falls — and how to make sure you're never the one left defending a black box.
What should you actually do with customer-feedback insights?
Insight is everywhere; action is rare. A five-step loop — score, why, the vital few, an owner, a measure — for turning customer feedback into committed action.
How do you make sense of thousands of open-ended survey responses?
The method is thematic analysis — that part's settled. The hard bit at thousands of responses is holding one consistent coding frame all the way through, because consistency is what makes your themes defensible.
Reactive to Proactive: How Gentoo Transformed their CX in 12 Months
How Gentoo Group raised tenant satisfaction from 70% to 80% and achieved C1 regulatory grading in 12 months. A housing CX transformation case study.
3-Step Framework for Actionable Qualitative Insights in Power BI
How to turn messy customer feedback into Power BI dashboards that drive action. A 3-step framework: Classification, Semantic Model, Visualisation.
Articles by Stella Dooris
Who's liable when AI analyses your customer feedback — the software, or you?
When an AI analyses your customers and gets something wrong, the liability lands on you, not the software. Where the line actually falls — and how to make sure you're never the one left defending a black box.
What should you actually do with customer-feedback insights?
Insight is everywhere; action is rare. A five-step loop — score, why, the vital few, an owner, a measure — for turning customer feedback into committed action.
How do you make sense of thousands of open-ended survey responses?
The method is thematic analysis — that part's settled. The hard bit at thousands of responses is holding one consistent coding frame all the way through, because consistency is what makes your themes defensible.
Reactive to Proactive: How Gentoo Transformed their CX in 12 Months
How Gentoo Group raised tenant satisfaction from 70% to 80% and achieved C1 regulatory grading in 12 months. A housing CX transformation case study.
3-Step Framework for Actionable Qualitative Insights in Power BI
How to turn messy customer feedback into Power BI dashboards that drive action. A 3-step framework: Classification, Semantic Model, Visualisation.
