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.
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 [...]
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 were [...]
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 [...]
Introduction Great customer experience in 2026 is much less about “wow” and more about certainty: customers achieve the outcome they came for, quickly and correctly, with minimal effort and without sacrificing trust. An old Research in Harvard Business Review argues that “delight” [...]
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 [...]
Introduction: In B2B markets, losing a customer can mean losing years of revenue and partnership. Studies show it can cost 5–25 times more to win a new B2B client than to retain an existing one, and even a modest boost in [...]
Introduction In the age of AI, data is no longer a passive byproduct of B2B SaaS and cloud platforms — it is the raw material for building new services, creating competitive advantage, and deepening customer relationships. The companies leading in this [...]
Introduction After breaking down silos with agentic AI, what comes next? The transformation of an enterprise doesn't stop at integration—it accelerates into reinvention. When departments, data, and workflows are finally connected, a new frontier emerges: the redefinition of the entire operating [...]
In today’s B2B landscape, customers’ expectations of technology and telecommunications providers are higher and broader than ever. Recent surveys by McKinsey and Capgemini reveal that business buyers aren’t just looking for basic connectivity or low prices – they are seeking strategic [...]
