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.
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.
Note: When I started and finished writing this article, I realized how absurd the situation sounds — yet the facts prove it is true. Every major cloud contact-centre platform — Genesys, NICE, Cisco, Avaya, Amazon Connect, Five9 and Talkdesk — [...]
AI or Not—That Is the Question for Your Company. Executive summary Most B2B organisations do not have an “AI gap” in customer experience (CX). They have a CX governance or design gap, and AI is only one possible lever. Your job as [...]
The next “customer” many companies will face is not a person clicking through your journey. It’s an AI agent acting on that person’s behalf — or a procurement bot acting for a business — with permission to search, compare, negotiate, purchase, and [...]
