Field Notes on Customer AI

The human intelligence behind the artificial.

Beware: Your AI Will Not Replace a 'Central Executive'

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 0167 · August 25th, 2026 Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...

Aug 25, 2026

George Miller Was Right About NPS

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 016 · August 18th, 2026 Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...

Aug 18, 2026

The Intelligence Gap the Market Is Pricing

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 015 · August 11th, 2026 Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...

Aug 13, 2026

The Executive Sponsorship Issue

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 014 · August 4th, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs...

Aug 04, 2026

Why NPS was never enough, and what replaces it

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 013 · July 28th, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs s...

Jul 28, 2026

The AI is on the wrong side of the human

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 012 · July 21st, 2026 Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Custom...

Jul 21, 2026

They Believed Us. Who Knew?

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 011 · July 14th, 2026 Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Custom...

Jul 14, 2026

AI-Washing the Income Statement

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 010 · July 7th, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs s...

Jul 07, 2026

Enterprise AI Is Failing the Same Way Enterprise IT Always Did

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 010 · June 30, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs su...

Jun 30, 2026

The Survey Platform Reckoning

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 008 · June 16, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs su...

Jun 23, 2026

Why Culture Eats Customer AI for Breakfast

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 009 · June 23, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs su...

Jun 16, 2026

Bad Survey Data or Pure Guesswork? A Better Solution to Both

By Richard Owen & Maurice FitzGerald Field Notes on Customer AI · Edition 007 · June 9, 2026 Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs suc...

Jun 09, 2026

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Field Notes on Customer AI

The human intelligence behind the artificial.

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