The Rise of Non‑Human “Customers” Traditional customer experience (CX) design assumes a human end-user, but an emerging reality is that many “customers” interacting with businesses today are not human at all – they are AI agents, software scripts, or connected machines. [...]
In today’s B2B landscape, customer journey management (CJM) architectures – the systems and processes to map, orchestrate, and optimize every step of the customer experience – are often touted as essential. Many enterprise vendors and consultants urge companies to adopt formal CJM [...]
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 [...]
Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable
Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest , Paul Greenberg
The Symbiosis of Algorithms and Experimentation: Redefining Tech and Biotech B2B Design
Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership
Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results
Best Customer Experience Books of 2018 and What to Look Out for in 2019
