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…
Expert Mode: Moving Beyond the Mirror of Customer Feedback
We built sprawling Voice of the Customer programs and sophisticated feedback loops, all in service of creating a perfect reflection of our customer inside the walls…
Expert Mode: The Case for Forgettable Customer Experiences
This brings us to a counter-intuitive but increasingly vital strategic pivot: the most effective customer experience might be the one the customer doesn’t remember at all.…
