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.
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.
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.
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 [...]
Why Unverifiable Rankings Betray Customer Thinking I recently left a CX industry publication where I had been the top-ranked author for more than fourteen months. Over the years I contributed more than 150 articles, trusting that the editorial and ranking processes [...]
Introduction: AI as Voice Multiplier, not a Shortcut We are living in an unusually important moment for human expression. Artificial intelligence is no longer just a productivity tool; it has become a mechanism that allows people to participate in professional discourse [...]
