Siegel+Gale has taken World's Simplest Brands into B2B for the first time: 80 brands, around 2,000 senior managers, US and UK. Brands seen as simpler than their peers score 36 NPS points higher. But the leaders — PayPal, HPE, Microsoft Azure, Siemens, NVIDIA — are not simple companies. They make complexity navigable. Here is what that means for B2B customer experience in the AI era.
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.
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.
For fifty years the machine builders made money when things went wrong. A handful of them inverted that — and the proof isn't in a satisfaction score. It's in a 94% renewal rate.
