Two-thirds of S&P 500 management teams discussed AI on their last earnings calls. Very few could attach a number to what it did for customers. This is not an investor-relations oversight — it is a measurement failure inside customer experience, and it is quietly deciding what gets funded for the next three years.
For fifty years the machine builders made money when things went wrong. A handful of them inverted that — and the proof isn't in a satisfaction score. It's in a 94% renewal rate.
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.
Why Unverifiable Rankings Betray Customer Thinking I recently left a CX industry publication where I had been the top-ranked author for more than fourteen months. Over the years I contributed more than 150 articles, trusting that the editorial and ranking processes [...]
Note: When I started and finished writing this article, I realized how absurd the situation sounds — yet the facts prove it is true. Every major cloud contact-centre platform — Genesys, NICE, Cisco, Avaya, Amazon Connect, Five9 and Talkdesk — [...]
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 [...]
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 [...]
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 [...]
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 [...]
