AI sold at Christies? Wow!
What can you do to understand it all and help your customer journey?


Art teaches us! What can you do today to best understand how to integrate AI into your customer journey? Do you actually do a lot of it already but just not as broadly defined? I think so. Christies sold it’s first AI generated painting called Portrait of Edmond Belamy By G AN (Generative Adversarial Network) late last year for $432,000, 45 times it’s high estimate. And just last night, Kai-Fu Lee was on 60 minutes discussing his book “AI Superpowers, China, Superpowers and the New World Order”. In both cases, it’s clear that we all have to start to understand and think even today about how AI works and how it can improve the customer journey.

How could a piece of art be considered AI generated? In the article from Christies “Is Artificial intelligence set to become art’s next medium?” in December 12, 2019, they explain that over 15,000 portraits painted between the 14th and 20th century were scanned to create deep learning and have the AI system paint the portrait. As you can see, it’s not at all perfect but as time goes on, and the learning continues, the details we become more defined. Get started now to understand AI and what data will most relevant for your customer’s experience.

Practice Using data now!

Before you completely depend on AI, deep learning, drones and robotics, you can start now to leverage and focus on the data you already have and begin to understand the future. Sensors will be all around us in the future. Think about your business now and your current “sensors”. No, it won’t be the complexity seen in the AI examples but you have data points already –  mystery shopping specific details, drive thru wait times, dropped calls detail, poor online reviews, revenue by hour. Take what you have now and start to think it though like AI will in the future. Practice understanding the management of sensors today.

Mystery shopping? Create predictive programs

One of the new buzz words is not just to have “preventative” programs but to also have “predictive” programs. Mystery shoppers is one example of a “sensor” you might use today to see if the final details are all in place at all locations. Mystery shoppers visit locations or phone in to check for very specific details that are essential to your great experience. These details cannot effectively be captured with online reviews or IWR applications. So, to start to think in the new world, take that feedback and create real change. Create impactful programs to both recognize the great employees, that perform as “maintenance” programs for missed items and new programs that predictive and improve quality before any issue happen. Toss in new predictive thinking with your current sensors. Build on that strength and understanding when AI arrives.

It doesn’t really seem possible that AI would be now sold at Christies or that all of this change is really coming. But it is. If we keep our customers in mind along the way, we can make this really improve their journey!

Mary Furrie, CEO, Quality Assessments Mystery Shoppers, Helping corporations create data driven better service.


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