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.
Ten CMSWire articles. One recurring problem: companies are moving quickly with AI, but customer outcomes, ownership and measurement are struggling to keep up. Here are the CX and AI issues I’ve been examining through real B2B work.
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.
By 2028, 90% of B2B buying will be AI agent intermediated, pushing over $15 trillion of B2B spend through AI agent exchanges. We’ve built entire Go-to-Market (GTM) strategies around winning human stakeholders through rapport, heritage, and what I call "brand poetry." [...]
