Víctor M. Gonzalez, Ph.D.

My favorite things from 2024 These are a few of my favorite reads, listens, and sources of laughs from 2024.

The most popular edition of “Milkman Delivers” is always the issue featuring a look back at my favorite reads, listens and sources of laughs from the past year. I hope you’ll find some great discoveries among my favorite things! open.substack.com/pub/katymilk...

Looking foward to it. Thanks for sharing

Are you OK?

Perfecto! Muchas gracias. No lo había visto.

I hope your book is soon available in Spanish for the benefit of LatinAmerica readers.

Very good advice on doing Prompting right by Prof. Ethan Mollick

Generative Artificial Intelligence & Little Red Book of Selling - books

And this is what I am reading today. Both are great books, one a classic and the other looks promising.

Selling Generative
Artificial Intelligence with an emphasis on creating amazing Customer Experience is my mission.

#cx #ai #generativeai #straregy

It’s not just about achieving results. It’s about achieving purposes.

But here’s the key: if we stop asking about the what and the how, and instead focus on the why, we change the conversation. Evaluating purposes means connecting the user’s goals with the business’s in a deeper way. It’s an invitation to design with intention.

The business’s goals matter too, and they’re not always about “making more money.” Increasing productivity, reducing costs, strengthening loyalty, or even simply raising awareness of its value proposition are equally valid objectives.

We invest time and resources understanding how users achieve their goals, but we often ignore whether the business can achieve its own.

Because, yes, usability testing is essential, but it’s not enough.

The tension is clear:
• Different types of users have different goals.
• The goals of the client may not align with those of the user.
• And, on another level, the business’s goals may or may not align with either.

Purpose
What if we went beyond “user goals”? Beyond “jobs to be done” and, perhaps, beyond what the business wants to achieve. What if we evaluated purposes?

In the world of CX, focusing on the Customer is essential, but it can become a trap when we forget that there are other pieces on the board.

De las Fotocopias a la IA: Cómo la Síntesis Informativa se Transforma en la Era de la Hiperpersonalización Hace años: la síntesis informativa manual Hace muchos años, cuando trabajaba en una universidad pública en el centro de México, me encontré con un fenómeno que, aunque en su momento parecía rutinario,...

A note about the potential of Notebook LM to achieve hyper personalization on Customer Experience

(Content in Spanish)

#innovation #ai #cx

www.linkedin.com/pulse/de-las...

Journeys based on Intentions: I have been teaching on the Jobs to be Done Timeline (Bob Moesta) and I am convinced that this is the best way to build customer journeys based on Jobs theory. Soulless journeys can be reframed when you look at customer Intention.

#jtbd #cx #innovation #strategy