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๐—”n AI ๐—ฟ๐—ผ๐—ฏ๐—ผ๐˜ ๐—ฝ๐—ฟ๐—ผ๐—บ๐—ถ๐˜€๐—ฒ๐—ฑ ๐—ฎ ๐—ฟ๐—ฒ๐—ณ๐˜‚๐—ป๐—ฑ ๐˜๐—ต๐—ฎ๐˜ ๐—ฑ๐—ถ๐—ฑ๐—ป’๐˜ ๐—ฒ๐˜…๐—ถ๐˜€๐˜. ๐—” ๐—ฐ๐—ผ๐˜‚๐—ฟ๐˜ ๐—บ๐—ฎ๐—ฑ๐—ฒ ๐˜๐—ต๐—ฒ ๐—ฐ๐—ผ๐—บ๐—ฝ๐—ฎ๐—ป๐˜† ๐—ฝ๐—ฎ๐˜† ๐—ฎ๐—ป๐˜†๐˜„๐—ฎ๐˜† feature in CMSwire

โœˆ๏ธ Air Canada's chatbot invented a bereavement fare policy โ€” and the tribunal ruled the airline fully liable. ๐Ÿ›๏ธ It wasn't a tech failure. What failed was everything ๐—ฎ๐—ฟ๐—ผ๐˜‚๐—ป๐—ฑ it: governance, guardrails, ownership. ๐Ÿง‘โ€๐Ÿ’ผ ๐Ÿ’ธ Klarna ๐Ÿ‡ธ๐Ÿ‡ช projected $40M in AI savings [...]

By |2026-06-08T20:08:05+01:00June 8th, 2026|#cx, #loyalty, agent to machine, Agentic AI Governance, AgenticAI, AI|Comments Off on ๐—”n AI ๐—ฟ๐—ผ๐—ฏ๐—ผ๐˜ ๐—ฝ๐—ฟ๐—ผ๐—บ๐—ถ๐˜€๐—ฒ๐—ฑ ๐—ฎ ๐—ฟ๐—ฒ๐—ณ๐˜‚๐—ป๐—ฑ ๐˜๐—ต๐—ฎ๐˜ ๐—ฑ๐—ถ๐—ฑ๐—ป’๐˜ ๐—ฒ๐˜…๐—ถ๐˜€๐˜. ๐—” ๐—ฐ๐—ผ๐˜‚๐—ฟ๐˜ ๐—บ๐—ฎ๐—ฑ๐—ฒ ๐˜๐—ต๐—ฒ ๐—ฐ๐—ผ๐—บ๐—ฝ๐—ฎ๐—ป๐˜† ๐—ฝ๐—ฎ๐˜† ๐—ฎ๐—ป๐˜†๐˜„๐—ฎ๐˜† feature in CMSwire
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You Already Pay for Customer AI in Your CCaaS Platform. Is It Switched On?

ย  Note: When I started and finished writing this article, I realized how absurd the situation sounds โ€” yet the facts prove it is true. Every major cloud contact-centre platform โ€” Genesys, NICE, Cisco, Avaya, Amazon Connect, Five9 and Talkdesk โ€” [...]

By |2026-05-10T18:51:04+01:00May 12th, 2026|#Metrics, AgenticAI, AI, AX|Comments Off on You Already Pay for Customer AI in Your CCaaS Platform. Is It Switched On?
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CX Gap Discovery: When AI Is Necessaryโ€”and When It Isnโ€™t

AI or Notโ€”That Is the Question for Your Company. Executive summary Most B2B organisations do not have an โ€œAI gapโ€ in customer experience (CX). They have a CX governance or design gap, and AI is only one possible lever. Your job as [...]

By |2026-04-14T10:20:45+01:00April 14th, 2026|#loyalty, agent to machine, Agentic AI Governance, AgenticAI, AI, AX, CJM, customer centricity, Customer Driven, Customer Experience, Customer Relationship, Customer Success|Comments Off on CX Gap Discovery: When AI Is Necessaryโ€”and When It Isnโ€™t
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The Economics of Trust in AIโ€‘Driven CX

Introduction Enterprise customer experience has moved into a โ€œhard workโ€ 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 [...]

By |2026-03-17T14:50:13+01:00March 17th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, Business Transformation CX, Culture Transformations, customer centricity, Customer Driven, Customer Sentiment, Uncategorized|Comments Off on The Economics of Trust in AIโ€‘Driven CX
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The Five Pillars of Successful AI and Customer Experience Transformation

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 [...]

By |2026-03-09T07:32:33+01:00March 9th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, customer centricity, Customer Driven, Customer Experience, Customer Loyalty, Customer Sentiment|Comments Off on The Five Pillars of Successful AI and Customer Experience Transformation
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What Great Customer Experience Means in the AI Era

Introduction Great customer experience in 2026 is much less about โ€œwowโ€ 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 โ€œdelightโ€ [...]

By |2026-03-03T10:29:33+01:00March 3rd, 2026|#Valuecreation, Agentic AI Governance, AgenticAI, AI, artificial intelligence|Comments Off on What Great Customer Experience Means in the AI Era
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Architecting B2B Experiences for the $15 Trillion Machine Customer Economy: The Trust Paradox

By 2028, 90% of B2B buying will be AI agent intermediated, pushing over $15 trillion of B2B spend through AI agent exchanges. Weโ€™ve built entire Go-to-Market (GTM) strategies around winning human stakeholders through rapport, heritage, and what I call "brand poetry." [...]

By |2026-02-16T11:35:23+01:00February 16th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, Customer Experience, Customer Machine, Customer Strategies, CX|Comments Off on Architecting B2B Experiences for the $15 Trillion Machine Customer Economy: The Trust Paradox
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Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B

A leadership inflection point from copilots to autonomous work Enterprise AI has entered its โ€œeverywhere, but unevenโ€ phase. In McKinsey & Companyโ€™s 2025 global survey, 88% of respondents report โ€œregular AI useโ€ in at least one business function, yet the majority [...]

By |2026-02-15T20:22:00+01:00February 9th, 2026|Agentic AI Governance, AgenticAI, artificial intelligence, customer centricity, Customer Experience|Comments Off on Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B
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Designing CX for Nonโ€‘Human Customers: AI Agents, APIs, and Machines as Users

The Rise of Nonโ€‘Human โ€œCustomersโ€ Traditional customer experience (CX) design assumes a human end-user, but an emerging reality is that many โ€œcustomersโ€ interacting with businesses today are not human at all โ€“ they are AI agents, software scripts, or connected machines. [...]

By |2026-02-03T12:11:47+01:00January 26th, 2026|#loyalty, Agentic AI Governance, AgenticAI, Business Transformation CX, CX for Non Humans, CX Governance, CX Innovation, Design Thinking, Machine Customer, SAP Ariba, technology, Uncategorized|Comments Off on Designing CX for Nonโ€‘Human Customers: AI Agents, APIs, and Machines as Users
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