If you're a marketer, you've likely heard the words "customer experience" tossed about for years. All the buzz is for a good reason: Positive customer experience (CX) increases profitability and improves employee engagement. But amid the spotlight on CX, many marketers are missing a key strategic element necessary to make
I’ve spent months traveling and speaking to business leaders worldwide about trustworthy AI and responsible innovation. On the nights I laid awake in unfamiliar hotel rooms, wishing my body clock would adjust faster than it was, I found joy in watching local television in local languages. While I don’t understand
It’s hard to get through a day in analytics now without hearing the words interpretability and explainability. These terms have become important in a world where machine learning and artificial intelligence (AI) models are becoming more ubiquitous. However, what do the two terms mean—and more importantly, why do they matter?
As head of the SAS Data Ethics Practice, I spend a lot of time contemplating the social implications of AI. Considering its benefits like augmenting medical decisions and pitfalls, making decisions based on biased data results in dire consequences for patients. Such implications have the potential to impact society in a variety
Students at North Carolina State University completed design projects yielding striking visuals, purpose and functionality without unethical design characteristics. If you were to design the ultimate vacation home, you would most certainly consider options and features that speak to your individual preferences and style. It turns out that same inclination
We hear a lot about responsible AI or AI ethics in the marketplace today. At SAS, we believe there should be a larger conversation about responsible innovation. In reality, the decisions made by AI are the outcome of algorithms, data and business processes. This means ethical considerations must be applied
In my last three posts on data ethics, I explored a few of the ethical dilemmas in our data-driven world. From examining the ethical practices of free internet service providers to the problem of high-frequency trading, I’ve come to realize the depth and complexity of these issues. Anyone who's aware of these
Imagine if your ability to feed your family depended upon how fast you could run. Imagine the aisles of your grocery store as lanes on a running track. If you can outrun your fellow shoppers, grab food off the shelves and race through the checkout at the finish line, then
In my previous post, I examined ethics in a data-driven world with an example of how Facebook experiments on its users. Acknowledging the conundrum facing users of free services like Facebook, Phil Simon commented that “users and customers aren’t the same thing. Maybe users are there to be, you know... used.” What about when a
I have previously blogged about how the dark side of our mood skews the sentiment analysis of customer feedback negatively since we usually only provide feedback when we have a negative experience with a product or service. Reading only negative reviews from its customers could make a company sad, but could reading only
