You guessed it. AI. A chatbot that fails to solve customer problems may create more financial risk than operational savings. The Gist Does cheaper customer service always save money? No. AI self-service can lower interaction costs while increasing customer churn if [...]
You probably think AI became part of your life recently. You opened a chat app, typed a question, watched it answer like a person, and thought: so this is the AI everyone means. Here is the uncomfortable truth. You have been [...]
✈️ Air Canada's chatbot invented a bereavement fare policy — and the tribunal ruled the airline fully liable. 🏛️ It wasn't a tech failure. What failed was everything 𝗮𝗿𝗼𝘂𝗻𝗱 it: governance, guardrails, ownership. 🧑💼 💸 Klarna 🇸🇪 projected $40M in AI savings [...]
AI or Not—That Is the Question for Your Company. Executive summary Most B2B organisations do not have an “AI gap” in customer experience (CX). They have a CX governance or design gap, and AI is only one possible lever. Your job as [...]
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 [...]
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 report was originally published by the European Customer Experience Organization (ECXO.ORG). Here is the original post: https://ecxo.org/asias-b2b-cx-benchmark-report-12-major-economies-compared/ Introduction In Asia’s dynamic B2B landscape, customer experience (CX) has become a strategic priority. China’s rapid rise is especially noteworthy – Chinese enterprises [...]
Introduction: B2B companies have long relied on static systems of record – CRM databases, ERP modules, support ticket logs – to manage customer information. But in an age where clients expect instant answers and proactive service, these retrospective tools are no [...]
Artificial Intelligence is no longer a peripheral experiment – it has become a strategic centerpiece for businesses worldwide. Top executives are increasingly treating AI as foundational to competitiveness, harnessing its power to reinvent how they engage customers, empower employees, design products, and [...]
