I worked back from voice-of-customer records of the 1990s and 2000s to records from the 1980s and 1960s. Attempts to use complaints in decisions preceded AI.
Read more Collapse
As a company grows, one customer’s problem can cross product, policy, and operations. I wondered whether specialization helped explain why action stalled. I followed voice-of-customer and CRM records back through the 1990s to the 1980s and 1960s. Companies were already trying to use complaints in decisions well before AI.