It seems like he vast difference in data is due to how respondents likely understand (or don’t understand) the technology. No all bots leverage AI. Some great chatbots utilize the same basic logic as the applications they live within. True AI implementation has far fewer early adopters than your average chat UI, but companies need to be investing in both.
This is why Challenger selling, at least in theory, can be such a compelling method for salespeople. You’re supposed to craft a narrative that elicits an emotional response. Unfortunately, theory isn’t always put into practice. Thanks for this post.
It’s great that you’re tying NPS scores back to specific user groups and features. All PMs can learn a lot from that approach. That said, I’d recommend rounding out your measurements with Customer Effort Score. NPS as a one-stop-shop for predicting customer loyalty has been shown to be lacking when compared with CES. Collect different measurements over time and see what pops.
Being a new leader is one of the most difficult career transitions out there. On the one hand, the team expects you’ll bring change for the better. On the other hand, they’re skeptical about the change you’ll bring because you’re new to them and new to the role. You’re so right that understanding what the team sees as the biggest opportunities is one…
As ML tools become simpler to integrate into your software, it’ll be more important than ever for business leaders to articulate the user problems that could be solved through machine learning. Great post.
Knowing that go-to-market decisions in larger companies are often driven by departments or people who have no measurable accountability to the product quality, how do you recommend we change the narrative in those scenarios?