How marketers can reach polyclass audiences
New Attest research suggests that assumption is weakening in practice. Consumers increasingly shift how they present themselves depending on context, and many now operate with overlapping…
Expert Mode: The Competitive Advantage of Being Utterly Forgettable
The new competitive advantage lies in being “ridiculously easy to do business with”—so seamless, so intuitive, that the interaction itself becomes forgettable. For enterprise leaders, this…
The High Cost of “Cheap Innovation”: Technological Solutionism, Algorithmic Enshittification, and Unrealistic Representation in Marketing
Consumer backlash to AI-generated marketing or customer service is not so much a reactionary rejection of technology itself as it is the culmination of a decades-long…
Salesforce: Agentic AI Reaches Tipping Point: Elevating Customer Satisfaction and Reshaping Service Operations
New research from Salesforce’s “State of Service: AI Agents Edition” highlights that AI service agents are not merely improving operational efficiency; they are significantly enhancing customer…
CMSWire: User Experience Design Tips … For the Agentic CX World
This article was written by Greg Kihlström for CMSWire. Since User Experience (UX) has been a discipline, the “user” has been synonymous with a human being…
Verint: Bridging the CX Chasm: Strategic Imperatives for Enterprise Leaders in 2026
Customer experience (CX) remains a critical differentiator in enterprise operations, yet the gap between escalating customer expectations and delivered service is widening. A recent Verint report,…
Expert Mode: The Contact Center is Your New Competitive Intelligence Engine
We’ve become so fixated on resolving issues quickly that we often fail to ask the more important question: Why are customers contacting us in the first…
Expert Mode: Reframing Your AI Strategy from Technology-First to Customer-Moment-First
The best approach, as forward-thinking leaders are beginning to realize, is not to reject AI, but to fundamentally reframe its purpose. It requires shifting the starting…
