Record AI investment, eroding experiences: $2.52 trillion spent while three in ten firms damage their CX with premature AI. This article descends the iceberg — data, compute, governance, security — and shows why the next customer at your table may be an algorithm with a budget.
The AI layers explained for B2B CX: classical AI, machine learning, deep learning, generative and agentic AI — and the layer most companies skipped.
You guessed it. AI. A chatbot that fails to solve customer problems may create more financial risk than operational savings. The Gist Does cheaper customer service always save money? No. AI self-service can lower interaction costs while increasing customer churn if [...]
You probably think AI became part of your life recently. You opened a chat app, typed a question, watched it answer like a person, and thought: so this is the AI everyone means. Here is the uncomfortable truth. You have been [...]
