The Rise of Non‑Human “Customers” Traditional customer experience (CX) design assumes a human end-user, but an emerging reality is that many “customers” interacting with businesses today are not human at all – they are AI agents, software scripts, or connected machines. [...]
Why trust in AI-driven CX is breaking now Business buyers are hitting a breaking point with AI-driven customer service. After a rapid and aggressive wave of AI deployments across customer experience functions, B2B customers are not rejecting AI itself. They are [...]
In today’s B2B landscape, customer journey management (CJM) architectures – the systems and processes to map, orchestrate, and optimize every step of the customer experience – are often touted as essential. Many enterprise vendors and consultants urge companies to adopt formal CJM [...]
