Category: Articles

This week’s intelligence from Harvard Business Review, Gartner, Forrester, and MarketingProfs converges on a single uncomfortable truth for marketing leaders: AI adoption is accelerating faster than strategy, and organizational readiness can keep pace. Four distinct but interconnected tensions are emerging that demand C-level attention right now.

What if your AI system is working exactly as designed… and still making your business worse? If you can’t clearly measure AI performance, you can’t confidently say it’s working. Many organizations deploy AI with strong pilots and impressive dashboards but lack a consistent evaluation framework once the system is…

Across the enterprise, marketing leaders are under immense pressure to deploy AI, automate processes, and unlock the efficiencies promised by an agentic workforce. We are moving with unprecedented speed, transitioning from AI as a clever assistant to AI as an autonomous actor—an agent empowered to negotiate, make offers, and…

When a 30-second spot carries a price tag of eight million dollars before a single celebrity is hired or camera rolls, the only metric that truly matters isn’t buzz, but business impact. Did the ad connect with the right audience? Did it reinforce the brand? And most critically, did…

Customers might browse a website, read support articles, ask a chatbot or contact a service team directly. Sometimes they’d watch YouTube videos, check Reddit threads, ask in Facebook groups. Across those channels, the organisation still largely understood and could interject into how its products, services and policies were explained. 

New Analyst Agent Hub and agent catalog introduce a collaborative Agentic workforce to help security teams investigate threats, generate detections and coordinate response

This article was written for CustomerThink by Greg Kihlström. The Medallia 2026 State of Customer Experience Report reveals a disconnect between how brands perceive the quality of experiences they provide and the consumer reality. While 66% of customer experience practitioners believe experience quality is on the rise, only 17%…

Agentic AI promises autonomous lead research, scoring, and outreach, but experts caution that human oversight and measurable KPIs are critical to avoid compliance risks and brand damage.

The AI conversation in marketing has officially moved past “should we use it?” to “who owns it, and is our data good enough to make it work?” Two HBR pieces this week hit on something CMOs need to take seriously: the C-suite battle over AI governance is happening right…

The practical decisions CMOs need to make are not about which AI tools to buy. They are about whether their organizations have the process discipline, data quality, and governance structures to make any AI investment pay off. The announcements below illustrate both the opportunity and the operational gap in…