Artificial Intelligence and customer service: why Gartner predicts the return of humans by 2027
Total Automation of Customer Service Will Not Happen Since the emergence of generative artificial intelligence in businesses, one scenario has become prevalent in many technology discussions. Customer contact centers would be destined to gradually disappear in favor of chatbots capable of instantly responding to consumer requests. The promises are appealing. Cost reduction, permanent availability, capacity...
AI in business: after the tool race, the time for strategic choices
When ChatGPT was launched in late 2022, much of the business world entered a phase of intense experimentation. Companies tested dozens of tools, created innovation labs, and multiplied proof of concepts. Three years later, one question now dominates discussions: how can these experiments be transformed into a real competitive advantage? The Boston Consulting Group report,...
How to Measure AI ROI?
One of the most frequently asked questions by executives concerns the return on investment of artificial intelligence. Following the excitement generated by ChatGPT and the explosion of generative AI projects in companies, a new requirement has emerged: demonstrating the value created. For several years, organizations have been experimenting. They have tested conversational assistants, automated certain...
10 Lessons Learned from Over 100 Leaders Using AI
Through the EntrepreneurIA project, I had the opportunity to interview over 100 executives and entrepreneurs from very different sectors: industry, healthcare, human resources, finance, tourism, cybersecurity, commerce, services, and digital technologies. Despite this diversity, several findings emerge with remarkable consistency. The first lesson is that the most successful projects rarely start with technology. Leaders who...
Collective Action as a Response to Crises: Entrepreneuriales 2026
At a time when crises follow one another and economic certainties waver, the question of collective action is forcefully returning to public debate. Invited to the Entrepreneuriales 2026 in Nice, economist, essayist and professor at Paris School of Business, Thomas Porcher, delivered an engaged reflection on the role of collective action in the economic...
GEO: How to Make a Brand Visible in Generative AI?
For twenty years, companies have learned how to become visible on Google. They worked on their natural referencing, keywords, backlinks, landing pages, paid campaigns, and social media presence. Digital marketing was built around a simple idea: being found at the right time by the right customer. This logic remains important. But it is no longer...