A leadership inflection point from copilots to autonomous work Enterprise AI has entered its “everywhere, but uneven” phase. In McKinsey & Company’s 2025 global survey, 88% of respondents report “regular AI use” in at least one business function, yet the majority are [...]
Introduction Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental. It is becoming the execution layer of customer experience. Enterprises are deploying AI assistants and orchestration engines that can resolve customer requests, personalize interactions, and trigger workflows in [...]
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. [...]
Why trust in AI-driven CX is breaking now Business buyers are hitting a breaking point with AI-driven customer service. After a rapid and aggressive wave of AI deployments across customer experience functions, B2B customers are not rejecting AI itself. They are [...]
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 [...]
The GIST December and early January are not neutral moments for brands. As Hanukkah, Christmas, and the New Year converge, customers and employees become more attentive to tone, inclusion, and values. Seasonal messages during this period shape brand experience perception far [...]
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 [...]
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 [...]
