A leadership inflection point from copilots to autonomous work Enterprise AI has entered its “everywhere, but uneven” phase. In McKinsey & Company’s 2025 global survey, 88% of respondents report “regular AI use” in at least one business function, yet the majority are [...]
Why trust in AI-driven CX is breaking now Business buyers are hitting a breaking point with AI-driven customer service. After a rapid and aggressive wave of AI deployments across customer experience functions, B2B customers are not rejecting AI itself. They are [...]
This article was originally posted at the European Customer Experience Organization: https://ecxo.org/asias-b2b-cx-benchmark-report-12-major-economies-compared/ Personal Statement on the Future of CX Metrics Every time I see the usual NPS defenders — from Bain and its loyal followers to CEOs who built their brands around [...]
Introduction In an era where customer expectations outpace even the fastest innovation cycles, Experience Management (XM) has become the strategic backbone of sustainable growth. It is the discipline that connects the people, data, technology, and culture that define how an organization learns [...]
Introduction Agentic artificial intelligence (AI) represents the new frontier in intelligent systems — one where machines can not only process information but pursue objectives, make decisions, and act autonomously to reach desired outcomes. Unlike earlier generations of AI, these systems collaborate, [...]
Originally posted on LinkedIn here. 🚛 When supply chains fail, Customer Experience (CX) suffers. No matter how seamless a digital front office is, a delayed order, an untraceable shipment, or a supplier disruption can erode customer trust instantly. In today’s B2B and [...]
This article was inspired by the work of Joseph Pine II (Joe Pine) and James H. Gilmore, authors of The Experience Economy and by my years serving the Samsung Group. Introduction: The Experience Economy in Mobile Technology The global smartphone [...]
Imagine if your client dashboard could detect frustration before a single word was spoken. That’s the promise of Emotional AI — analysing tone, sentiment, and even micro-behaviours to adapt in real time. This isn’t about robots pretending to care. It’s about giving [...]
Introduction After breaking down silos with agentic AI, what comes next? The transformation of an enterprise doesn't stop at integration—it accelerates into reinvention. When departments, data, and workflows are finally connected, a new frontier emerges: the redefinition of the entire operating [...]
Introduction Across industries, enterprises are plagued by one persistent, costly structural problem: silos. These invisible barriers between departments, systems, and workflows create fragmentation, miscommunication, and friction. Internally, teams operate in isolation. Externally, customers experience inconsistent service. Financially, the impact is enormous. [...]
