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 [...]
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 [...]
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. [...]
Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable
The Meteor That Missed: Unmasking the CX Extinction Myth
From Buzzword to Boardroom: Is Empathy Really Driving Results in CX?
AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success
