Index
A
accountability, 157
action, taking, 162–163, 225–226
Adobe Systems, 58–59, 95, 173
Adventist Health Celebration Hospital, 94, 145–146
concierge department, 158
example of attention to details, 145–146
Airbnb, 59
Alexa example of catering to particular styles, 29
Alston & Bird, 93
Alvarsson, Niklas, 142
American Express, 160
Analytical Graphics Incorporated, 93
Ancestry.com, 86
anticipating service needs. See “service netting”
Apple, 146, 155, 169, 170
artificial intelligence and bots
Alexa example, 29
American Express Advance Personalization Services example, 160
chat bots, 95–96, 159–160
task bots, 160
Turing Test, 160
Xiaolce, 159
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