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.
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.
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.
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.
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.
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.
Trains, crushers and ship engines rarely appear at CX conferences. Yet over three years these companies put AI closer to their customers than most of the software industry managed. What Metso, Alstom, Wärtsilä and TRUMPF actually did, and the eight things that travel to any company.
You were paid once, on the day the machine shipped. Somebody is being paid every month to keep it running. Seven places to find the services worth building, five tests before anything reaches a price list, and the compensation decision that stops most companies before they start.
Agentic Commerce is redefining B2B buying by allowing AI agents to discover, evaluate, negotiate, purchase, and onboard without human intervention. The customer journey doesn't disappear—it becomes autonomous. Learn why this shift will fundamentally reshape customer experience, digital commerce, and competitive advantage.
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.
