Video: How machine learning and AI helps one digital agency create unique customer experiences
For several years in the 2010s, I was an adviser to Infor's CRM organization -- a sterling bunch of CRM leaders who loved the space and, at the same time, had some top-flight CRM-related applications (chief among them, Epiphany, one of the greatest customer-facing products of all time).
I'd venture to say that Epiphany was the founding father of all RTIM and related technologies and remained the ne plus ultra of the interaction universe for a long time. More on that later. But even more foresighted and, to a large extent, more interesting, in 2012, Infor did something that I found (and still find) one of the single most innovative and incredibly valuable things I've ever seen in the tech industry: It created a for-internal-use-only design organization called Hook&Loop. What made this a fascinating and immensely valuable idea (and a true differentiator) was that the hires weren't coders or architects but creatives -- 100 of them -- including the chief designer of Michael Kors and the person responsible for the special effects in the early Transformer movies -- you know, when the special effects (and the movies) were really good.
Hook&Loop, headed by one of my favorite Infor management team members, Chief Digital Officer Marc Scibelli, was and remains a breakthrough for a software company, especially one that is focused on enterprise software. What makes it unique is that it is responsible for design. But not just design of user interfaces and a user experience that is unparalleled in the enterprise software world, but also for building design,