SIGN UP TO OUR BI-WEEKLY BLOG POSTS

Services-as-Software: What Happens to Your Vendor When AI Eats the Billable Hour

Your systems integrator's business model is being repriced in public, quarter by quarter — and that repricing reaches your contract long before it reaches their marketing deck. Accenture's bookings are down while revenue is up. Cognizant signs 45% of BPO on outcome models. Coforge is above 80% on new wins. Clients now reopen contracts within 24 months. Here is what the 2026 filings say, and ten moves for your next negotiation.

By |2026-09-29T13:00:24+01:00September 27th, 2026|#cx, AI, artificial inteligence, Business Transformation CX, Complex vs Simple, Culture Transformations, customer centricity, Service as software, Uncategorized|Comments Off on Services-as-Software: What Happens to Your Vendor When AI Eats the Billable Hour

Before AI Agents Rewrite Your Business: 15 Must-Read Books for CX, AI and Innovation Leaders in 2026

AI agents are changing how customers search, buy and negotiate. These 14 books will help CX, AI and innovation leaders prepare for machine customers, agent-to-agent commerce and the next generation of customer experience.

Ten Recent Articles -What I’ve Been Writing at CMSWire This Year

Ten CMSWire articles. One recurring problem: companies are moving quickly with AI, but customer outcomes, ownership and measurement are struggling to keep up. Here are the CX and AI issues I’ve been examining through real B2B work.

By |2026-09-29T13:11:00+01:00September 20th, 2026|#cx, #loyalty, CSMwire Articles, Customer Machine, Customer Relationship, Customer Strategies, Customer Success, CX Research, CX strategy, CXO, Data analytics, expérience client, Experience Design, Expériences client|Comments Off on Ten Recent Articles -What I’ve Been Writing at CMSWire This Year

From Machine Sales to Guaranteed Output: Service Portfolio Design as the Next CX Transformation

he connectivity problem in packaging machinery is solved. The portfolio problem is not. A four-tier model, twelve extensions that need no new technology, and the contract conditions that make a guaranteed outcome survivable.

By |2026-09-29T13:12:08+01:00September 20th, 2026|#cx, #loyalty, #Valuecreation, AgenticAI, AI, artifi, AX, Business Transformation CX, Culture Transformations, Esperienze dei clienti, Machine Sales|Comments Off on From Machine Sales to Guaranteed Output: Service Portfolio Design as the Next CX Transformation

CX and AI ROI: Why CEOs Quantify Everything Except the Customer

Two-thirds of S&P 500 management teams discussed AI on their last earnings calls. Very few could attach a number to what it did for customers. This is not an investor-relations oversight — it is a measurement failure inside customer experience, and it is quietly deciding what gets funded for the next three years.

By |2026-09-29T13:15:17+01:00September 14th, 2026|#cx, #loyalty, #Metrics, #Valuecreation, AgenticAI, AI, artificial intelligence, AX, CX leadership, CX strategy|Comments Off on CX and AI ROI: Why CEOs Quantify Everything Except the Customer

Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It

Every service organisation has two or three engineers who diagnose by ear. They are also closest to retirement. AI matches them at detecting deviation — and nowhere near the judgement your renewal rests on.

By |2026-09-29T13:16:28+01:00September 8th, 2026|#cx, Agentic Customer, AgenticAI, artificial intelligence, AX, Culture Transformations, customer centricity, Customer Driven, Customer Experience, CX engineering|Comments Off on Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It
Go to Top