A Future Intense: CX in Computing's Cambrian Era
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The Complainer's Dilemma: What Game Theory Reveals About the AI Revolution in Customer Service
What the math behind customer complaints reveals about customer service and support's AI-native future
23 hrs ago
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
The Complainer's Dilemma: What Game Theory Reveals About the AI Revolution in Customer Service
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June 2025
From Turban to Transformer: Is Carnac the Magnificent the Original GPT Prompt Engineer?
Before AI hallucinated responses to our prompts, we had a man in a turban doing essentially the same thing on national television. The difference? One…
Jun 30
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
From Turban to Transformer: Is Carnac the Magnificent the Original GPT Prompt Engineer?
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Part 12: The CX Leader's AI Action Plan - From Strategy to Execution
A roadmap for customer experience executives to successfully navigate AI transformation while delivering measurable business results
Jun 23
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 12: The CX Leader's AI Action Plan - From Strategy to Execution
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Part 11: The View from Tomorrow - Predictions, Opportunities, and Cautionary Tales for CX Leaders
Anticipating the next wave of AI evolution and positioning your customer experience organization for emerging opportunities while avoiding predictable…
Jun 22
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 11: The View from Tomorrow - Predictions, Opportunities, and Cautionary Tales for CX Leaders
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Part 10: Orchestrating Change - Building Adaptive Organizations for Continuous AI Evolution
How customer experience leaders can create agile, learning-oriented teams that thrive in the face of rapid AI-driven transformation
Jun 21
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 10: Orchestrating Change - Building Adaptive Organizations for Continuous AI Evolution
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Part 9: The Data Foundation - Building AI-Ready Customer Intelligence Architecture
How customer experience leaders can create data ecosystems that fuel AI innovation while maintaining privacy, quality, and accessibility
Jun 20
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 9: The Data Foundation - Building AI-Ready Customer Intelligence Architecture
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Part 8: The Trust Equation - Building Ethical AI That Customers Actually Want
How responsible AI implementation becomes the foundation for sustainable competitive advantage in customer experience
Jun 19
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 8: The Trust Equation - Building Ethical AI That Customers Actually Want
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Part 7: The Art of Human-AI Orchestration - Building Teams Where Technology Amplifies Humanity
Designing collaborative frameworks where AI enhances human creativity, empathy, and judgment rather than replacing them
Jun 18
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 7: The Art of Human-AI Orchestration - Building Teams Where Technology Amplifies Humanity
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Part 6: Measuring the Unmeasurable - New KPIs for AI-Powered Customer Experience
Beyond traditional metrics: How to track AI success while preserving what matters most about human relationships
Jun 17
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 6: Measuring the Unmeasurable - New KPIs for AI-Powered Customer Experience
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Part 5: From Help Desk to Intelligence Hub - How Customer Service Leaders Are Pioneering Proactive Care
The radical transformation of customer service from cost center to strategic asset through AI-powered prediction, prevention, and contextualization
Jun 16
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Part 5: From Help Desk to Intelligence Hub - How Customer Service Leaders Are Pioneering Proactive Care
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Stop Rubber-Stamping AI Decisions: Why CX Leaders Need Both Oversight AND Explainability
Because "trust me, the algorithm knows best" isn't exactly a winning customer strategy.
Jun 15
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Stop Rubber-Stamping AI Decisions: Why CX Leaders Need Both Oversight AND Explainability
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Moving beyond the Gen AI paradox in customer service - How to build a path forward
Insights from McKinsey’s latest CEO Playbook applied to Customer Service and Support
Jun 14
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Nitin Badjatia
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A Future Intense: CX in Computing's Cambrian Era
Moving beyond the Gen AI paradox in customer service - How to build a path forward
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