DISRUPTION BY DESIGN
With unprecedented speed, generative AI has morphed from a media buzzword into a boardroom imperative. More than one-third of organizations have moved past experimentation and are piloting and implementing generative AI across the functions responsible for creating customer experiences, including marketing, sales, commerce, and product and service design. Because organizations see so much potential in […]
DESIGN THINKING ISN’T ENOUGH
Claiming to be customer-centric is easy, but the pandemic quickly laid bare the customer experience (CX) weaknesses of many companies. Some stumbled as they rushed to pivot to virtual engagement and digital commerce. Transformations that had been on companies’ to-do lists forever were urgently elevated to imperatives. No wonder, then, that in our 2021 CEO […]
YOUR CX NORTH STAR
Our analog and digital lives have blurred—and a company going through digital transformation faces intense pressure to get its customer experience (CX) right. Today’s brands need to stand for something. They need to create customer journeys that engender the affinity and trust that can lead to customer love. Translating that aspiration into the ideal CX—an […]
AI REALITY CHECK
Companies are moving aggressively to enhance their customer experience (CX) with artificial intelligence (AI). Executives expect AI to bring about extensive change within their organizations, especially in customer engagement, which will have a significant impact on CX practitioners. While most practitioners see AI as an opportunity, fewer say AI will force the wholesale change executives […]
BILLY SEABROOK 