A Future Intense: CX in Computing's Cambrian Era
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Three Bodies, Four Forces, One Operating Model
Customer-side agents, context graphs, trust frameworks, and co-creation strategies all describe parts of the same model. Three bodies and four forces…
Jun 29
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Nitin Badjatia
What CX Looks Like When the Customer Stops Being an Endpoint
The CX org chart was built around the customer as endpoint. Customer-side agents will shift the titles, reporting lines, and the work itself.
Jun 22
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Nitin Badjatia
1
What Real Trust Will Unlock: The Co-Creation Opportunity Coming for Agentic CX
When customer and company can actually trust each other at agent speed, value co-creation stops being a strategy slide and becomes the operating model.
Jun 15
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Nitin Badjatia
Your Context Graph Has a Customer-Shaped Hole In It
The context graph conversation is the right conversation. It also stops at the moment the customer enters the picture, and customer-side agents are…
Jun 8
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Nitin Badjatia
1
1
The Customer’s Agent Doesn’t Care About Your Journey Map
Historically, CX has been built on the assumption that the enterprise designs the journey and the customer walks it. Customer-side agents will end that…
Jun 1
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Nitin Badjatia
May 2026
The Promise Gets Tested After the Sale: Why Agentic AI Forces a Co-Creation Model in Service
Phase one optimized tickets. Phase two routes context. Phase three is where the brand promise actually gets honored, and it requires a co-creation model…
May 26
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Nitin Badjatia
From Deflection Engine to Nervous System: The Next Phase of AI in Customer Service and Support
Phase One optimized tickets. Phase two will optimize context routing. CX leaders need to plan and prepare for both.
May 18
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Nitin Badjatia
1
Beyond the Phase One Fixation: A CX Leader’s Framework for AI Deployment
Lasting benefits of AI will come from keeping both quick wins, and long term thinking in alignment
May 11
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Nitin Badjatia
Are We Close to a CX Pricing Model that the CFO Can Adopt?
For two decades, customer experience disappeared into the gap between what we charged for and what we actually delivered. Outcome-based pricing is…
May 4
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Nitin Badjatia
April 2026
The Wealth of Nations and the Worth of People
The CX leaders pulling ahead understand both wealth and worth are required to build the kind of customer relationships that compound.
Apr 28
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Nitin Badjatia
When the Incumbent Rewrites the Rules
Salesforce Bets the Company on Agents. They’ve Won This Kind of Bet Before.
Apr 20
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Nitin Badjatia
2
AI Pricing and the pathway to a durable standard
Technology will deliver value, but establishing the baseline, financial modeling, and real-world success remains a work in progress.
Apr 13
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Nitin Badjatia
2
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