Introduction Enterprise customer experience has moved into a “hard work” phase where boards demand measurable ROI, not AI novelty. In that reality, trust is no longer a brand abstraction; it is an operational variable that drives churn, Customer Lifetime Value (CLV), and [...]
Introduction AI adoption is rising fast, but scaled business impact is still rare. In McKinsey, latest global survey, 78% of respondents say their organizations use AI in at least one business function, and 71% report regular use of generative AI in at [...]
Introduction Great customer experience in 2026 is much less about “wow” and more about certainty: customers achieve the outcome they came for, quickly and correctly, with minimal effort and without sacrificing trust. An old Research in Harvard Business Review argues that “delight” [...]
