Publication of HBR Article on Generative AI and Customer Feedback

We announce the publication of the Harvard Business Review digital paper, “GenAI Can Help Companies Do More with Customer Feedback,” co-authored by First Analytics co-founders Tom Davenport and Mike Thompson, along with Jim Sterne.  This research offers deep insights into how generative artificial intelligence (GenAI) is transforming the way businesses engage with and respond to customer feedback.

The paper, published on April 29th, 2024, delves into various applications of GenAI in “voice of the customer” initiatives, illustrating how GenAI can automate the capture, analysis, and response to customer interactions across multiple channels.  This is not just about innovation; it’s about practical, measurable improvements in customer satisfaction and economic value.

We invite you to explore the full paper on the Harvard Business Review website to learn more about the potential of GenAI in enhancing customer feedback mechanisms. This publication not only contributes to the scholarly discourse but also provides practical guidelines for businesses looking to adopt these technologies.

Additionally, you may want to review our Generative AI services, along with our other offerings.