CX Perspectives
Autonomous Service Starts at the Top: A CEO To Do List
In a recent article, we explored the controversial news that the customer service agent role as we know it is dead. The AI service agent is taking its place. Granted,…
The Customer Service Agent is Dead
When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the CSA (customer service agent) role is…
2026 Customer Experience Trends Every CEO Should Watch
Customer expectations are shifting faster than most organizations can adapt. Over the last year, we have been talking to a variety of audiences about the reality forward-thinking CEOs cannot afford…
How a Failed Bus Experience becomes a Rally Cry for Passengers
A single experience can shed light on major vulnerabilities in transportation experience. A bus trip we took from Atlantic City reveals the danger of breaking promises to customers, the importance…
Extend the Customer Journey with AI
Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer…
How ChatGPT Can Help with the Healthcare Quadruple Aim
How ChatGPT can help healthcare and other industries is consuming conversations far beyond patient and customer experience. As much as we are leading the charge about AI regulation, best practices,…
