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.
Introduction Artificial Intelligence (AI) has moved from experimental projects to being a central driver of enterprise technology. Companies across industries are already using AI to automate processes, improve decision-making, personalize customer experiences, and innovate business models. Yet this is not a [...]
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
Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest , Paul Greenberg
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Stuck in an Outdated CX Framework?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
Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead
How to Define and Execute a B2B Customer Experience Strategy
Why Europe and the UK Are Always Behind the USA in Customer Experience Introduction
