A Future Intense: CX in Computing's Cambrian Era
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The CFO's Dilemma: The Proxy That Ran Out of Runway
Charles Goodhart was a British economist who, in 1975, articulated something anyone who has worked inside a large organization already knew: when a…
Mar 30
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Nitin Badjatia
2
What Gets Lost When AI Learns Performative Listening
There's a meaningful difference between a system that understands your customer and one engineered to make your customer feel understood. That gap is…
Mar 25
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Nitin Badjatia
1
Technically Correct, Emotionally Inert: The Hidden Cost of Frictionless Customer Experience
In the chase to optimize everything with AI, are we losing inefficiencies that matter most?
Mar 18
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Nitin Badjatia
1
A Spectrum of Trust: MyTerms, Customer Graphs, and Co-Creating Value
Real value can only be realized when customer experiences are built on a trust framework
Mar 11
3
1
The Missing Graph: Are You Ignoring the Most Valuable Data Structure Around Your Customers?
Surveillance-based CX has always had a data architecture problem hiding beneath its ethical one — it captures nodes while the real commercial value…
Mar 4
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Nitin Badjatia
2
February 2026
Why Customers Must Set the Terms: The Sobering Reality of Surveillance Driven CX
You handed a company you've never heard of your passport, your face, and the geometry of your skull — for a LinkedIn badge worth $50 in liability…
Feb 25
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Nitin Badjatia
1
Beyond the Surveillance Bargain: How the Trust Economy Rewrites the Rules of Customer Value
What if the biggest threat to your CRM investment isn’t a competitor — it’s your customer showing up with their own agent, their own data, and their own…
Feb 18
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Nitin Badjatia
1
1
Customer AI Agents are the new API - When Customers Become Platforms
What happens when customers have their own first party agents, and are no longer callable functions in your CX strategy?
Feb 11
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Nitin Badjatia
1
January 2026
The Case for Us: Why the Agentic Web Needs Contracts, Not Consent
When software moves from apps you control to orchestration that happens autonomously, consent becomes a relic. Lets work on a new durable, respectful…
Jan 28
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Nitin Badjatia
4
1
The long road to the autonomous enterprise
Unwinding decades of business logic from archaic systems of record will unlock opportunity and value, but the transition will be uneven
Jan 21
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Nitin Badjatia
1
Agency and Trust in the Age of Orchestration
As the foundational application stack begins to unwind, and dynamic orchestration takes shape, who is actually in charge?
Jan 14
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Nitin Badjatia
3
1
When the Orchestration Layer Gets Smart Enough to Matter
A deeper look at the Agentic Operating System and why managing this transformation requires adaptability, cross-departmental thinking, and a new focus…
Jan 7
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Nitin Badjatia
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