June 2026 Archives

𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire
𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire

𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire

✈️ Air Canada's chatbot invented a bereavement fare policy — and the tribunal ruled the airline fully liable. 🏛️ It wasn't a tech failure. What failed was everything 𝗮𝗿𝗼𝘂𝗻𝗱 it: governance, guardrails, ownership. 🧑‍💼 💸 Klarna 🇸🇪 projected $40M in AI savings [...]

By Ricardo Saltz Gulko|2026-06-08T20:08:05+01:00June 8th, 2026|#cx, #loyalty, agent to machine, Agentic AI Governance, AgenticAI, AI|Comments Off

Why AI Doesn’t Reduce the Need for CX Research — It Raises the Bar
Why AI Doesn’t Reduce the Need for CX Research — It Raises the Bar

Why AI Doesn’t Reduce the Need for CX Research — It Raises the Bar

What the Next Era of Customer Intelligence Actually Demands The question circulating in boardrooms, analyst briefings, and industry dossiers is: How much research will CX still need in the future? It is the wrong question. The right one is: What kind [...]

By Ricardo Saltz Gulko|2026-06-01T10:55:12+01:00June 1st, 2026|#cx, CX Research|Comments Off