I find that most CEOs and top management believe their organization delivers awesome customer service. But if you asked all 330 million people in the U.S. to identify five customer service leaders, most would not be able to come up with them.

I started developing Feelings, the world’s first customer service program, in 1979. It was released in January 1980. It was all based on a…

Roads are the backbone of our society and economy, taking people and goods across distances long and short. They are a staple of the built environment, taking up nearly 2.8 million lane-miles (or 4.6 million lane-kilometers) of the United States’ surface area.

These same roads have a considerable life-cycle environmental impact, having been associated with more than 75 megatons…

Identifying one faulty turbine in a wind farm, which can involve looking at hundreds of signals and millions of data points, is akin to finding a needle in a haystack.

Engineers often streamline this complex problem using deep-learning models that can detect anomalies in measurements taken repeatedly over time by each turbine, known as time-series data.

But with hundreds…