News
The Five Pillars of Successful AI and Customer Experience Transformation
3+ day, 1+ hour ago (728+ words) These patterns point to a practical truth: successful AI transformation is less about choosing "the right model" and more about building the organisational system that makes AI trustworthy, integrated, and adoptable. Eglobalis makes the same point in the context of…...
Google News
1+ week, 3+ day ago (12+ words) The enduring and evolving "craft" of customer support " Interview with Nick Francis'Customer Think...
How AI-Smart CPG Managers Protect Their Energy And Grow Their Careers
2+ week, 2+ day ago (1375+ words) AI-smart CPG managers sit at the crossroads of demanding retailers, restless consumers, and a wave of new tools that promise to do in seconds what used to take teams weeks. Many respond by working harder, answering more requests, and trying…...
Channel99 Introduces AI-Driven Paid Search Optimization for B2 B Marketers
3+ week, 2+ day ago (406+ words) New capability helps B2 B teams measure true ROI, eliminate wasted spend, and reallocate budget toward keywords and ad groups that engage target accounts SAN FRANCISCO, CA " JANUARY 21, 2026 Channel99, the AI-powered B2 B marketing performance platform, today announced the launch of Paid Search…...
From Journeys to Systems: Rethinking Customer Experience Transformation (Part 1)
3+ week, 3+ day ago (805+ words) Linear journey maps break down when real customer experiences depend on messy, interconnected systems The Pattern Behind Customer Experience Failures The approach? Systems thinking. Here's what makes this noteworthy: systems thinking isn't new. It emerged in the 1950s, was popularised for…...
Contextual Segmentation: Why context explains customer behavior better than clicks alone
3+ week, 3+ day ago (1057+ words) Most segmentation models rely on behavioral data such as clicks and pageviews. But in many industries, understanding the real-world context behind a purchase explains customer behavior far better than digital signals alone. We measure clicks, pageviews, navigation paths, search queries…...
It isn't technology'it's your choices
3+ week, 3+ day ago (262+ words) You can't communicate with them. Anyway, the point is that, this is a brand that makes communicating with them a chore." And here's the thing:" It doesn't have to be that way." They've made a deliberate choice to not allow…...
Beyond the Honeymoon: Why Map Communications Bets on Zoho for a Decluttered Tech Stack
4+ week, 1+ day ago (850+ words) Recently, while on the ground in Austin, Texas, attending Zoho Day 2026, I had the pleasure of sitting down with Vaibhav Dani, the CEO of Map Communications. In the enterprise software ecosystem, we talk endlessly about digital transformation, but it is…...
Strategic Questions Leaders Must Answer About Middle Managers
4+ week, 2+ day ago (1167+ words) Leaders love to talk about culture at the top and experience at the frontline, but they routinely skip the one group that determines whether either will work: middle managers. Middle managers sit in the most misunderstood, overloaded, and under-supported layer…...
Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2 B
4+ week, 1+ day ago (1354+ words) Enterprise AI has entered its "everywhere, but uneven" phase. In Mc Kinsey & Company's 2025 global survey, 88% of respondents report "regular AI use" in at least one business function, yet the majority are still in experimenting or piloting phases, with only about…...